complaints handling failed to resolve complaint

My initial complaint was on the 4th of August regarding data bundles that just disappeared on my account I had to log two complaints in order for mtn to finally respond, when it finally responded they made empty promises, the first guy Who phoned me on the 27 th August for complaint I logged on the 12th August ref no(REQ ***)gave me a **** apology and said he has escalated the matter, he promised to phone me on the 28 August and he never did. The Second guy responded to my complaint of the 19th august (ref no REQ ***)on the 9th of September and also talked about escalation. it seems like all they talk about is escalation, honestly I am tired of hearing about escalation that never materialises. I now need resolution because they are busy debiting my account with large amounts. and I don't want this whole thing to mess with my credit record, because I am really maintaining a good credit record