Unreliable query assistance

I have number with Telkom that is under my friends profile with Telkom. I initially called them using my number that I use on a daily to request cellphone records for March - June of 2016 for an urgent matter. At first they said it was fine since i was able to answer security questions related to the number. There was no issue until on the day they called and were meant to send me the records. They said since I was not the "holder" of the number they were unable to send the records. They said my friend would then have to be the one to call back and log the request. She did this and was told we would only get the contacts in 9 working days. This meant another two week on an urgent matter. They took a whole month to give us feed back after we had to call numerous times. Then they sent an sms saying the case was closed. When we followed up, they claimed to have sent the cellphone records to my email address. We checked and nothing. They said they would resend. All this back and forth for over 3 months. In the last conversation, they still told my friend that the technician who was working on the case would resend in 9 working days. This was in early December. Today its the 8th January 2018 and we still have not received anything or feedback Telkom.

They give the most shady service.