Nobody at Capitec understands escalation

I cannot believe the level of service i am subjected to from Capitec. i just spoke to a Thabitha, who couldnt give me no solid information at all, none. Not when the Team or manager is going to call. not when i am going to get a reply, no who is going to call me, she said she is not allowed to tell me her surname! i am sick and tired of the this bull, i cannot be dealing with a simple question from the 5th of August 2020. and on the 28th of August i am still told to wait. i relayed to Thabitha, that it has been close to a month and she told me(in other words) i would need to tell her AGAIN what happened. This is pathetic service, PATHETIC. I've been sending email and receiving no answers,10,13,24 and 28th of August 2020 and still no reply. I have logged two hello Peter complaints and i have been told 5 days, 5 days pass, noone calls me and noone email me, ya'll are just quiet. I must sure just smile and be happy right.I must continue to use and waste my airtime right? I am so tired of your excuse of a service! I need an answer , not to wait another 5 working days.