Waste of time and money

My Homeconnecta simcard stopped working on 2/5/23, I called the call center and was told that the matter will be escalated...when they finally had a resolution they decided to call on the very number which I told them is being used in a router. They couldn't get hold of me. I just called back to get feedback regarding my incident and Oscar said since I didn't answer my phone (the number which is used in a router) there is no feedback, the process has to start from scratch, Why?! My data will expire meaning I have lost money. Why cant I do a follow up coz I have a ref number? Why must I wait another 24 to 48 hrs for feedback? Why can't Oscar check coverage in my area or transfer me to someone who is available 24/7 to check that for me? Why is my simcard not working?