Poor service and no feedback

I have waited for more than a week for a complaint issue I lodged. I’ve called to follow up and was told the matter would be escalated. I’ve sent proof and still no feedback or resolution. I’m extremely disappointed at how my matter has been handled when I have 3 products with discovery (products I’ve had for a number of years). I’m confused at this whole situation and need this company to deal with the issue with a sense of urgency