poor service

I reported a case of BIS NOT working @ THE CALL CENTRE WAS ADVISED THAT THE TAT FOR QEURIES TO BE RESOLVED IS 72 WORKING HOURS this call was logged on he 4th of Nov till this day the matter has not been resolved - I did follow ups with this matter but they keep giving me different stories and outcomes on the 19th I did a follow up and this agent told me she will transfer me to her T/L and I held the line for more than 15min - and the T/L did not answer the phone POOR service - my queries and service still has not been resolved