refusing to confirm complaint submitted

I spoke to Shihaam Baradien on 28 September 16h36 to request feedback on a dispiute submitted about an account with Telkom regarding line cancellation. She refused to give me confirmation in writing to confirm the conversation, and then put me on hold after a 20 minute discussion on the issue, and instead of the requested email to confirm to me in writing that my request for escalation to management is done, she sends me an sms confirming my contact detials on Telkom's records. Telkom staff are TRAINED to keep complaining customers \entertained"on the phone"