Telkom Service Sucks

I am experiencing a very bad service with Telkom Mobile. They contacted me for a RENEWAL of a contract VIA sms. The device was delivered. 6 months later the device stops working, I went to the shop to check it in and they refused to assist me stating that I need to follow-up with their Third Party or check who sold me the device. I produced the SMS they sent me and they acknowledged that indeed the SMS came from them prompting me to renew, however I must go find out who sold this to me. I found the following details after weeks and still Telkom refused to assist me. Please escalate for me. .Agent name : Shahieda Mia Selldirect Marketing Retentions agent id ESM1234-072