9 escalations later and still not fixed

Done an upgrade last month where I was supposed to get an extra 100 minutes per month. 3 weeks later and its not done. There has been 9 escalations and still no fixed. When I call into the MTN call center I am told that its been escalated over and over again. Each time I am told within 24 or 48 hours it will be fixed and yet still NOTHING. what is the maximum times that an issues should be escalated? what are you guys SLA? Supervisors - Nwabisa Mjokovane and Sibusiso Manager - who I am unable to speak to since he is not at his desk whenever I call in...Kegan Naidoo