Unable to get a proper update

App**** for a line move in November 2014. Was told by the technician that the request will be escalated to the relevant department as there was no infrastructure in place for my complex. I understand the process of contacting different departments, assigning different job roles, etc, so no problem there. However, trying to get an update for the status over the last 7 months is a nightmare. You need to hold on for about 20mins for a call center agent to answer. Then you get told they don't know anything, and they can only see that a request was put in for infrastructure which I already know. Then I get told they don't know who to contact to get an update, or do a follow-up with. So, I just need to sit and wait? If Telkom doesn't have contact with different departments, and their staff don't know anything, how will we? In the meantime, I also have to keep calling every month to get a refund done, as I am still getting charged a month rental for a line which I don't have, and they can not just simply suspend the line and billing which I ask for every time. I get told that it is suspended, and I will not be charged, but I still get billed for it every month