Poor service

Aftergaving my account debited for my vuma reach fibre line. My internet services have not been yreactivated, now I am being told that they need to reverse all payments deducted from my account this will take another 48hrs for for them to do so. Only then will they send a link for me to pay using the payfast portal. Why what this not done from the onset as now it has been more that more that 96hrs (4days) without internet. This has left me unable to work which has led to loss of revenue. This process has really been unnecessary just for me to have my line reinstated. This is really not on