Poor service delivery

So disappointed with the service at Vodacom. I have always sent your praises...but you have let me down so badly. Ref number:SR***. Internet down since 13 August 2021. I call Vodacom twice daily...just to be told that it's under investigation. The person who has been assigned to the case is Grant Hendrik who doesnt brother to provide feedback ot update the system...so the call centre consultants cant help and unfortunately no managers can be contacted!!! They don't answer their phones. So what is your escalation process once your SLA is breached?