Poor service and turn around time

I upgraded my telkom contract (3 contracts) from a 500mb to 2gb for the month on the 15/11/2017, i phoned them that afternoon at 4 pm to notify them that all 3 my contracts shows unknown when I receive calls, the call center agents just tell me that they have escalated the matter and there is nothing further that they can do, and tell me its a working 72 hour turn around time for them to activate our incoming caller id, there was nothing wrong with our incoming caller id when we got our contracts 3 months ago, they don't seem willing to try and move the process faster and then they ask us to email them with screenshots of our incoming calls, do that and still dont get any feedback from them at all. we are waiting for important phone calls and we can't even phone people back because their numbers don't show so we just have to guess who phones us and try and phone them back and i think its utterly ridiculous