Bad service - no internet on cellphone

On Sunday, 23 February I discovered that the wasn't working on my cellphone. It shows on the balance that we have 69G of data but yet we cannot connect. I logged a query on Monday, 24 February and was told that it takes 48 hours to resolve. No response or update and when I called today I was advised that the matter is still not resolved and I must wait on their response. In the meanwhile I do not have data. Have difficulty getting around as I cannot contact an Uber when not at home where I have WiFi. I have requested that the query be escalated but to no avail.