Telkom does it again, no hope with service

IV posted a complaint more than 10 days ago regarding fees for a debit order that I will not be liable for.

I have a reference which is AI ********** which was provided by Jawaad from telkoms social media team and I was told that feedback will be provided.

It has been almost 2 weeks and Telkom has not yet contacted me to resolve this issue.

Kindly inform me if I should forward the matter to the ombudsman because it's seems as if telkom is hopeless when it comes to resolving customer queries.