Elite Mobile poor customer service - promises not kept

I have been trying since 05/08/2021 to have a query resolved with Elite Mobile and had to call back numerous times to follow up. Today I called again, was on hold for 12 minutes, and when the call went through they were talking in the background but no one speaks. I was told that the matter was escalated , twice, and that I would receive a call the same day. Today is 22/09 and I am still waiting .