SASSA R350 grant

I have been trying for months to change my number so that I can get the R350 grants. I hav received an email last month saying that they have escalated the query but I don't get any feedback. The email also stated that I will be receiving 2 SMS's for verification which I also did not get and then it goes on further stating that there is no turn around time to when they will get in contact with me. I would like to know , if this query was escalated, where was it escalated to because it's been like 4months since I have requested for my number to be change.