How do you communicate with a communications company?

What a myriad of ineptitude. First I try log service request through the app. I get update sms' with long codes telling nothing - and then a cryptic message saying they are cancelling my request because they cannot contact me. No missed calls. No voice messages. I phone the call centre - and get stuck in a service bot que that cannot resolve my issue - and no way through to a person. I call my local service contact in Secunda - Mohammed - who in the 3 weeks I've been pestering him has answered 3 calls of over 50 made to him - promising to help - but no joy. Hopeless!