The system is failing us - pathetic service

Service is pathetic. My account was blocked due to the reason that I blocked my due to verification process. I called in and they asked me to send my ID copy. They said their turnaround time is 7-10 working days. 10 days has lapsed with no feedback. I keep calling in and the agents tell me the same thing that they will escalate with no feedback. I spoke to a Mmabatho and I asked to speak to her manager. She said I must hold then she hung up on me.