Worst service at Telkom Eastgate

My partner went to upgrade his cellphone package in October/November in Eastgate Telkom, the one opposite Game store and he was assisted by a gentleman called Goodman that changed his Post paid contract to a Top up without permission and the communication was blur, we since then went on the 11/12/2021 and he called his manager who THEN gave him a name of a person that will assist in back office by the name of Maxine/Maxime only on that day, i asked him twice if the matter would be solved by Monday 14/12/2021 and said yes it would be.

I have then been calling their landline number as well as Goodman's number with no answer at all. Zweli Maseko (my partner) did explain that it is a business line and this has been going unsolved for a very long time now and it's annoying and some business deals are being delayed.

Can this matter be solved and escalated???