Still waiting to find out, who is liable.....

I can not believe I have to do this again.... I have written a review on 8 July 2024 with the caption "Who is liable?", and in it I explained my situation. Today is the 15th and my problem is yet to be resolved.... Just for clearance, someone did contact me with regards to this matter on the 8th of July 2024, they listened and was very eager to assist and help in the best way they could, to that person - thank you for being friendly. He explained that a billing agent will contact me on the morning of the 9th to help clear my issue, but NO ONE did so.... On the 10th at 11:10am I received a SMS that my service request ticket was still pending, by 12:58pm I received 3 missed calls (the phone barely rang for a second each time and by the time I picked up, the call was ended). I gave it the rest of the day, surely I will be contacted again for my service request ticket was still open (pending). I was mistaken.... at 18:55pm I received another SMS, stating that my service request ticket has been closed and the cherry on this lovely cake... another SMS at 19:05pm requesting that I answer a service survey, rating the service of a lady (SMS mentions her name), I never spoke to nor had contact with..... I understand it is now a few days later, but I thought I would give some time and see if I would get a reply, or at very least, a follow up, but none so far... I am also not interested in speaking to an agent anymore, nor am I willing to speak to a billing agent. I would like to kindly request that someone higher up contacts me in this regard, as I would like for this issue to be handled swiftly... I really, truly just want my issue solved....