Afrihost/Vumatel is the worst service pro

I logged a fault last Friday 17 April with Afrihost as my router had a red light flashing and there was no connectivity. They promised to have the matter resolved within 24-48 hours. I called on Sunday morning to follow-up and was told that the technicians dont work on weekends. I followed up again on MOnday to check progress and i was told that the address they have for me is a Durban address, which I dont understand as they came to instal the router at my residence when I opened the account, I sent them proof of address/account on TUesday morning and since then I have not had anyone calling me. When I followed up again today, I"m infomred that i confirmed taht my residence is in Durban and not JOburg - what was the point of the proof of address?