21 days for an escalation to be attended to

No Sars... this is unacceptable. I waited 21 days for the stopper to be removed. I called on the 27th July and was told nothing was done during the 21 days I waited and that the request will be escalated and it will take another 21 business days... how can an escalation take 21 business days. Then don't call it an escalation. Sars really is the most frustrating business to deal with. Just give me my refund.