TELKOM ARE YOU THERE?

Ont he 11th of August both of my admin staff were affected by family struck with Covid and had to go and self isolate for 2 weeks which left me with a problem of diverting calls to their cell phones. I tried to phone Telkom to organise this and held on for a very long time without anyone answering. There was a recorded message saying I could make my request by emailing ***, which I did. I received an email back requesting they needed my ID and a letter requesting this service on the 18th. I sent this the same day. I then received another request on the 27th of August asking for the same, to which I respond that I'd sent it a week before and sent it again. Then on the 3rd of September I got the same mail requesting this information again. Now my staff are back in the office and nothing has happened. Do Telkom actually know how to operate their services, like answering a phone or offering services to clients that need them the same day you request it?