Requested a callback since the agent was unable to assist. Now simply being ignored

I recently purchased a router and LTE sim card from Telkom with the idea of using a prepaid service and loading data bundles each month. So to buy a bundle it should be simple, load airtime, go on the app, select the bundle, buy it and done. However the particular bundle I want to buy (each month since November) is not available as a choice on the drop down list via the app or online. So every month I have to spend 30 to 40 min on the phone trying to get a simple data bundle loaded. After several request to add the option to the app/web without success I was told that the agents cannot request this and I have to do a infamous "escalation" with a team leader who I was promised would give me a call after a few minutes. Naturally as proven in the past, the "escalation" meant nothing, no-one has called me and requests via email are flat out ignored.