No response on escalated query

We have reported a problem with our e-mail sending on [URL Removed] account on 23/11/2015. We were told the turnaround time would be 1-2 hours. It is 2 December already and still the silence is deafening. The Call Centre is totally inept in assisting. They now tell you it is a server problem which would only be applicable for the last 2 days. Our problem is for the last 4 months. They don't want you to have contact with team leaders or people with higher ranking. You simply get cut-off or your left to hold for hours on end. Twitter is only responding if and when. <br> <br> This is negatively affecting my work and I am getting negative comments for supposedly not doing my work.