I have been waiting for response forever

Below was an email I received from Mr Davids, but I was supposed to get a response in 48 hours, from the 06th of November 2015 but we are now in December, it has been more than 3 weeks now since I was waiting for the response:<br> <br> Our telephonic conversation today on *** and the Account Holder on *** at 10:35 AM refers.<br> As discussed, We have Authenticated your Husband successfully and will gladly assist.<br> Kindly be advised we have escalated your query to our Senior Escalations Division.<br> Your reference number is S3-9LF2R-RMKGG. You will be contacted within 48 hours.<br> <br> my phone was ****** 5 days after I purchased it, and then we thought we had to wait for 30 days to claim the insurance, and to stay connected I had to do a sim-swap and used a small nokia phone, when we claimed, they just cancelled the insurance without any explanation, we just saw an sms notification. This was more than 10 months ago. <br> <br> After the phone was ******, I tried to use the Vodacom protect, which did not help at all, when I contacted Vodacom customer service, they could not help me with the necessary details for me to be able to use Vodacom protect and try to track my ****** phone.<br>