Vumatel not responding to complaints for 22 days and still going!

Ok we are now 22 days later and I have still not received any reply or feedback regarding my issue, from Vumatel. Is this how the service will be further down the line. Do all clients suffer like this with every issue they experience. Are we as clients expected to accept this as suitable or appropriate client service? Again Telkom's no service is still better than this. Please can I have a resolution to this, or do we need to escalate this further?