No prompt feedback costs me R 2000+

I had a data query as I was told I was out of bundle when I was not. I queried this. They said they had logged a query. Followed up after 4-5 days ... they are still busy. Followed up again after another 5 days ... still busy. Again (now 15 days after query) and they told me billing correct, data was used up, out of data rates were being supp**** and my a/c is R 2 900!!!! If they had told me at the beginning it would take them 14 days to sort out the query I would have purchased a bundle while they sorted out the query and they could have refunded me. Instead they tell me nothing then insist they didn't make a mistake??? I cannot accept this nor will I pay this. They take their time to sort out a query while the costs just add up and they STILL haven't come back to me to tell me exactly what happened. Must I know pay MORE to get \in bundle"rates only to find they made a mistake in the 1st place???? """