Suspeneded prepaid account without reason/s given

My telkom prepaid mobile number was suspended on the 25th December 2017 without any reason/s. When I contacted telkom mobile on the 2nd January 2018 (Case # ********** 8), I was told the number will be reconnected within 2hrs to 72 hrs. My understanding was that it would be rectified by Friday the 5th Jan 2018, however I contacted telkom customer care today (6th Jan 2018) and was told that 2hrs to 72hrs only occurs during working hours (8 hrs per day). Now I have to wait 9 days before the service can be rectified. Why was I not initially told about the working hours?

I find telkom mobile highly inefficient as they have suspended my prepaid mobile number without explanation and still take long to reconnect.