Pathetic service

This is now my third attempt at trying to get information from Erlinah Mashile I have left several messages and every time i call i am told that Erlinah is on lunch or will call me back but never bothers to do so. I logged a complaint in September 2021 and since then Erlinah called me once to say she needs 2 weeks . Everytime we call we told we must wait 2 weeks . We have been waiting since 2019 with Erlinah's story of give me two weeks . Please can this matter be escalated to a senior person who can speak with their mouth and not avoid calls and tell me and my siblings what is happening and when can we expect the resolution and payment to be made