Telkom Is Dissapointing!

i have been struggling with telkom for the last 4 months i have made many many calls to the call centre to complain and log a fault when i ask for an email address i get told " we don't use email addresses at the call centre" this is what i have to put up with: Request timed out. Reply from 172.217.170.67: bytes=32 time=194ms TTL=115 Reply from 172.217.170.67: bytes=32 time=297ms TTL=115 Reply from 172.217.170.67: bytes=32 time=381ms TTL=115 Reply from 172.217.170.67: bytes=32 time=88ms TTL=115 Reply from 172.217.170.67: bytes=32 time=207ms TTL=115 Reply from 172.217.170.67: bytes=32 time=143ms TTL=115 Reply from 172.217.170.67: bytes=32 time=550ms TTL=115 Reply from 172.217.170.67: bytes=32 time=2179ms TTL=115 Request timed out. Reply from 172.217.170.67: bytes=32 time=3524ms TTL=115 Request timed out. Request timed out. Request timed out. Reply from 172.217.170.67: bytes=32 time=2883ms TTL=115 Request timed out. Request timed out. Reply from 172.217.170.67: bytes=32 time=3785ms TTL=115 Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Request timed out. Reply from 172.217.170.67: bytes=32 time=2603ms TTL=115 Request timed out. Request timed out. Request timed out. Reply from 172.217.170.67: bytes=32 time=82ms TTL=115 Request timed out. Request timed out.

How does telkom justify charges if this is the service i get?