Slow responce

I reported excessive deductions from my Internet data bundle ( 499 Mg in 19 min ) , case no ***3, on about the 21-07-2015. I was promised a reply within 2 hours. Well, Telkom's reply came more than 2 weeks later. Now Telkom wants me to do a short survey on the quality of their service, on my cost. Telkom, if you read this, you can guess what rating I would give you: absolutely disgusting!