failing to resolve ***** case

I have logged a ***** case with rage on the 23rd of January and up till now i have not received any feedback from them. how long does it it take to resolve a request with rage because when i logged the dispute i was advised it would take 7 days now its 3 months already and no feedback from rage. i have been doing follow ups with a lady called Gugu but today she decided not to respond to me the last time she responded to my mail was in February. am i going to get service from rage or must i escalated the matter with the CPA. maybe its you guys that open these accounts ********** hence you not responding to our queries