Three weeks now and still no feedback

I submitted a claim to MTN on their website 23/03/2015. Called *** and followed the promts to find that my claim was not received. I then faxed it to *** 24/03/2015 but no feedback, I called *** on 27/03/2015 and spoke to Rifiloe and she said that she could not find it. She then asked me to email it to [Email Removed] which i did and she confirmed that she has received it and will escilate it with reference ***0 and the call reference was ***. I then left it for a whole week and called on the 02/04/2015 but the call kept on cutting when i get transfered to an agent. I then gave them a few more days. I then called on 08/04/2015 and I was advised that they will escelate the claim and i will get feedback by the end of the day... But nothing. I called again 09/04/2015 and spoke to Neo with call reference *** and she said that she will escalate it and i will get feedback by the end of the day or latest this morning... But still nothing. My question is WILL MY CLAIM EVER BE SEEN TO OR IS IT GOING TO BE ESCILATED FOREVER... AND HOW MANY TIMES DOES A CLAIM GET ESCILATED.... I AM A VERY LOYAL CUSTOMER SO WHY!!!