Still awaiting feedback

So recently I've logged an incident report regarding an issue that I had with my dstv rewards.my first complaint was 07/04/2021 to which I got no joy, my follow up was done 09/04/2021 and I was given an incident number thereafter I was told it has been escalated. My 3rd follow up was on 13/04/2021 to which I was told they are unable to find any feedback regarding my incident and the agent who assisted me said she will call once she receives feed back as her manager was unable to trace the incident. So the following day 14/04/2021 I followed up again and I was told that they are still trying to trace my ticket because it has been escalated and that it will take 24 to 48 hours and they will keep in touch. So today 18/04/2021 I contacted dstv and was told that it is now with third level escalation and I will receive an email regarding the issue as the agent who assisted me managed to get some feedback but to my surprise I still haven't received no email.

Now my question is how often does a dstv client need to contact the customer service department and waste their time? I also work with customer service and escalations and to my knowledge when and incident is escalated, it's given priority and process is speeded up but in my case this process seems a lost cause and every agent who assisted me never emailed me back or called. This is pathetic service for starters as when my premium is due or dstv decides to increase the yearly fee then there's no delay in that. Now I can understand why most South Africans cancel dstv and move onto Netflix...i honestly think each time I follow up I'm gonna get the same answer.