Bad service

I sent a request that the money they said I should pay was incorrect and the guy in Durban call center, the manager actually advised that I will get a call from finance. I have been waiting since the 11th of Jan 24 and one has called me. They don't have reference numbers now how do I know if the matter was escalated to the Finance department. I can't go to the gym because of this. I am very disappointed especially the manager because he is the one who assured me that I will receive a call, he should have followed up to see if I got the call. I believe my complaint was even closed and yet it's not resolved this is very unprofessional. I have been patient for a long time