Telkom customer service is pathetic

Why is it so difficult to get someone to assist if u have a query? My son took out a contract phone with telkom. They suspended his line. Between us phoned telkom more then 20 times not one person could help. We emailed the statements that showed the money was deducted. His line is still cut and we are still making payments. We went into the branch they said they can't help us. How can a branch not help. At the very least the should b able to phone their acc Dept. I am disgusted with the level of service.