TERRIBLE SERVICE AND NO ACCOUNTABILITY

Its been 4 months since I have been waiting for my query to be resolved , and now I am livid , I have been on a call for 45 mins with a gentle who asked me about my query , I spent 14 mins explaining to him what happened only for him to repeat what I said and asked me to hold on for 30seconds so he can "dive into the matter at hand ", he went on to put me on and off hold for the last 21 minuets of the call , every time he took me off hold I could hear them in the back ground and the minuet I started saying "hello" he would put me back on hold, until he cut the call on me at 17:18 my call started at 16:33 , I was only cnatcted ONCE by their Complaints department in September and I am still waiting this is PATHETHIC. I now have to be "Karen" to get their attention or do I need to take this even higher than the call center ?