poor handling of a query

I called the telkom mobile customer care line on the 7th of December 2015 because the recharge vouchers that I purchased had been locked. I spoke to Sizwe who than told me that due to a high volume of such a query my matter would be resolved WITHIN 24hours and that he has escalated it. I then called again yesterday around 15:40 because the 24hours had lapsed, to my luck Sizwe was the agent available, he then told me that he will make a note that I called in again about my issue.I then asked why is a friend of mine who reported the same incident hours later than mine, already been attended to, he received an sms from telkom mobile asking him to complete a 5question test, Sizwe failed tp explain why. Today it's more than 48hours that I've been waiting for the sms from Telkom mobile... I request you retrieve copies of both my calls