Very disgusting bad service

Telkom is making my life hell. Lost my phone and they took a whole 2 months for me to even let me know the feedback. I called multiple times a week and they will either say they’re processing it or they say their system is down, that’s the insurance. Then with the Telkom, whenever you go to the store or call, they always say their system is down. They kept sending the bill and it’s affecting my credit score. I won’t pay for the amount when I didn’t have the phone . Telkom is full of **** and they’re agent put me on long holds before deciding the system is down