19 Minute hold

I called in to enquire my upgrade services not having been activated . A week ago today 27th November i received my new device and was informed that my sim card will be activated in 48 hrs . Tje ahaent I spoke to had no knowledge ofhow to deal with my query and placed me on hold saying that she is waiting for her supervisor. 19min later she just tells me that my query has been escalated. What did she escalate? And upon requesting a reference number for the call she dropped the call. Agane name: Lebogang Mongatane