No service, no signal and no assistance over 24 hours

Please advise why I don't have service whereas my account was debited. There was an error code E16. I spoke to Latoya on the 10/02/2018 and she advised me that the query has been escalated and it'll take between 2 hours to 24 hours to be fixed.

Today, 11/02/2018, I spoke to 4 consultant: Andile, Boitumelo, Phuti and Innocentia. I've spent over R150.00 to get the query resolved. All 4 consultant are aware of the query but still whenever I call back after being cut off, I must still explain to another consultant what is the problem. Innocents said i was supposed to get a reference number and that my query was only escalated today at 12:30pm. How possible is that? Yesterday's query to be escalated today. Was I **** to by Latoya?