Telkom Accounts department need to be reformed.

Just some back ground: My bank account was frozen, and my debit orders lapsed for end of November. I then paid my account up to date.... Just to find out the Telkom say that I am R200 short, as they made a mistake. Then I am informed that my account is been split, and that I have R495 in the positive on my one account and short paid R495 on my other account.... To fix this I must wait 72hours .. It is times 3 now. I am told it has been escalated to the accounts department. If I wet my nappy, the agents don't care. They just want to get rid of me. I have been with Telkom for years, and now I am fed up with this.... My phone is still suspended till my account is resolved. I missed the Black Friday special. How can Telkom service go down so quickly?