Telkom head office not solving their own problem. No urgency

Telkom is taken ng their time to finalize my case. We're at the 20Nov Now already. We logged a call on the 15th Nov to sort out that someone else has been added under my account. 1. How does an man named Modise even get onto my details??? 2. Why do you take soong to solve this problem???

3. Call nr: ***5