After no luck with Telstra complaints desk to sort this out, I've ended up putting in a complain to the Telecommunications Industry Ombudsman (TIO).
Since that was lodged, I have had contact with the TIO complaints desk with Telstra. Surprisingly, the Telstra consultant with whom I have been speaking with has been very helpful.
I've been told by said consultant that they will be taking over this case. Doing all the follow up calls etc, that I have been doing and finding out where the order has broken down in the system. I hope to have an answer and a solution to this case on Tuesday 16 Aug, when he calls me back with the latest developments.
I will put a post up here with the outcome, incase there are other people wo are experiencing the same issue.
The TIO website is: https://www.tio.com.au/publications/guidelines
I just lodged an online complaint, had an electronic response within 48 hours to tell me someone from Telstra would be in contact with me. Telstra were in contact in 24 hours of me receiving the TIO response - much faster than trying to get a Case Manager to respond to my requests for a call...