Bad service - Cool Idea

I woke up on a Monday 11th May, 2020 morning to my internet line being down, I placed many calls and also log a technical ticket on the client panel, I was informed every time I called that the matter was escalated to Open serve and the turn around time is 24hr, waited till today 12th May at 2.31pm, still no one could give me any update, I was give number of open serve by one Kamo which line I stayed on the line forever. Is this the services we are paying for? I regretted voting for you guys as the best ISP