Poor customer service.

I am beyond frustrated. I logged a query 10 days ago (for the second time!), and it still hasn't been resolved. I called this morning to follow up, only to be told that the SLA is being pushed out by another 4 days! When I asked for an escalation, the call center agent said they have no access to the back office. 😮 I then asked to speak to a manager, but was told all the managers are in a meeting until 9am. I requested the line manager's email address, and after being put on hold, the agent came back saying the manager would call me after the meeting but couldn't give out the email address because it's for internal use only. Telkom, surely there’s a way to escalate queries! You’re quick to bill us, but when it comes to resolving issues, we get the runaround. TOTALLY UNACCEPTABLE!"