Telkom not responding to a logged call for possible hacking of email address

Two weeks ago I realised that my incoming email was not working - 14 November 2017. (Telkom email address). Emails I sent worked fine but I could not receive anything. When I logged the problem Telkom told me that there was a forwarding address in my email that I did not request. They deleted the forwarding address but I still did not receive any incoming mail. I phoned again - they synced the mail but still no response. After numerous calls I went to a Telkom shop in Menlyn where they tried to fix the problem by loading my email address on my mobile. Still nothing worked. They then logged a call to their IT department and told me that it would take 2 days. That was more than a week ago in Friday 17 November. After I phoned again they logged another call to the IT department. Up to today (25/11/2017) I have not heard from there neither is my problem resolved. I am with my hands in my hair because all my statements come to my email. I also tried retrieving my emails form the telkom web browser but it is not working. Can you help please