Suspended account

I have my account suspended due to late payment as the debit went off after my debit date. I have been calling since Monday and no true response cause it seems like all these agents I have been speaking to do not know what they're doing. Firstly I was told it was escalated to the debt collection department, Tuesday escalated to the team, Wednesday escalated to the manager and told of the 5 working days turn around time when an account is suspended for the payment to clear today the agent I spoke to by the name of Neo said non of these were done and I requested to speak to the manager and she advised she is working from home and her team leader has knocked off I asked so the night shift agents has no manager and she said yes now my worry is that with all this was my query ever escalated to the right place and that I requested to change my banking de was it done correctly or will I find myself in this situation again? Telkom how does your work process work exactly and how do you schedule people for night shift with no manager? This is so pathetic the service you guys render is very bad and would never recommend anyone for telkom