Not Settling Account

I have paid my settlement amount to Vodacom and sent them the required docs. They state that it normally gets settled within 72 hours, but this is not the case as I have been waiting well over a week now, and everytime you call cancellation department they say thay are escalating the matter. Even in Sttlement you get bad service. Reference nr received on automatic reply is EC-04VC-3LN92O