Query not resolved within SLA TWICE!!!

I have made a 1 Voucher withdrawal on Sunday and I have not received the SMS. I've had multiple chats with different agents who have already escalated the matter twice and it has exceeded the 48 hours SLA twice already and yet when I follow up with the reference number provided they tell me they'll escalate again and I must again give them time.

Surely you guys can do so much better than that. Also you must take your agents for soft skills training!