No assistance for days

I called Vodacom after discovering that my WIFI connection was damaged and the person on the other side said calling is not enough I must send an email with the sms reference they send me so I could get assistance. I did so with the reference of SR***, on the same day. A day later when I wanted to know what the progress is, the lady informed me that they only consider my complaint after 48 hours and I must wait since it’s a few hours before then. On the next day I called again and the guy said they’re aware and someone from the technical team will call me. On the next day another operator informed me that someone from technical will get back to me. This is the 5th day that I’m without Wi-Fi and when I call the operator informed me that someone will call me as the matter has been escalated twice. I’m curious as to what are their timelines of addressing customer complaints and closing them