Telkom services left seriously wanting...

I have been asking Telkom for information pertaining to an account I had with them over 2 years ago - which is now reflecting "in default" on my credit report - for over two weeks, with absolutely nothing forthcoming from them. My request was simple, please send me the amount and details of where to affect payment if there is an outstanding amount, or if there is no outstanding amount to send me a letter stating this. How hard can this be? How long should something this simple take? Telkom's customer service is absolutely ridiculous! I have sent numerous emails, called numerous times, and tried several things on their online portals (website and Facebook) to no avail. It is now at the point where I am going to be writing to ICASA and the Credit Ombud should I not have a response from them by Friday 02/10/2020.... I don't now what else to do....