Pathetic Service

I filed my returns on the 14th of August 2017 and was supposed to get money back. I called again on the 17 October 2017 and was told that my submission is being audited, I followed up again on the 13 November 2017 and were told the same story and that they will escalate the matter. On 8 January 2018 I was told that there is no time frame after escalation so they don't know what to tell me. Today the 5th of February 2018 I call again and was number 3 in the queue from 10:10 AM and it is now 11:15 AM still holding and I am number 1 in the queue for the past 20 minutes.