App not working - not being fixed

Since my app was automatically updated on the weekend I have been unable to use the app. I phoned early on Tuesday and was told it was escalated and would be sorted out within 24 to 48 hours. I wasn't. So I phoned again today - Thursday afternoon, more than 48 hours have passed, and again was told it will be escalated again and I need to wait another 24 to 48 hours? How is this acceptable service from the supposed biggest supermarket group in South Africa? Ticket ***