Vocacom complaint

I have lodge a complaint with Vodacom about an airtime contract deal and had feedback my 3rd email send to follow-up on no feedback received on my complaint. I was then sent a response which never answered any of my question in the complaint however was referred to a vodacom store which I question 'why should I go to a store to log my complaint if you have a complaints email address and why has none of my actual questions in the complaint been answered. This was on the initially done on the 02.01.2020 then followed up on the 03.02.2020 then another follow up dated 04.02.2020 which they eventually rep**** to dated 16.02.2020 and rep**** to on the same day and recieved an email dated 17.02.2020 to advised that my complaint has been escalated and will be respond to within 48 to 72 hrs however it has been 372 hours and still no reply from Vodacom this service is pathetic