Taking forever to resolve a ***** case

<p>It's been well over the advised 21 days turnaround time advised, everytime i call in.. i'm given the same feedback "we'll escalate the matter b/s". What makes it worse, the ***** number in question is still being used, is that not suppose to make it easy for the so called investigation? I'm paying just over R4000 a month so something i have no knowledge of!!</p> <p> </p> <p>Nxa!!</p>