Vodacom Fibre dont want to assist me - SR***

I have logged a call with Vodacom and by the 2nd day I called they eventually gave me a reference number. It has now been more than 48 hours since the call was logged(the second time) and it has still not been assigned to anyone. They are unable to escalate the call until it is assigned or give me anyone that can assist in assigning the call. Basically they are not complying to their own policy of giving service or some reply within the 48 hours of logging a call and there is no recourse for me. I am going to lose a tenant that wont move in until they clear the line at my property(cancellation) due to their incompetence and unwillingness to help.