No service - can't find smartcard

A previous response from Multichoice states that the service is restored on family package, which is not the case. The service on the smartcard number ***2 is on a comercial account. This service is still not restored. It is now more than two weeks. When I call the call centre *** they told me the problem has been escalated on the 18th to the icc department, but they did not receive any feedback. This not acceptable. The call centre can not assist me, they only tell you its been escalated, who else can one talk to? Is it normal practice for multichoice to leave their customers for two weeks without service and without feedback. I would expect by this time that they will try and make another arrangement to restore service. The case number is ***4-i32. The phone number I put below is not for the account experiencing a problem, for I report on behalf of a pensioner.