Poor customer service

On the 16th of February 2021 I lodge a complaint to their customer service and I've been told that it's has been escalated to relevant departments and even supervisors are attending to it. Now it over a month still my query has not been resolved. I'm not sure if this is the way they conduct their business or *********** people are assigned on my query. This is so frustrating as a customer as I was promised professional service but this is not it.