Poor Service Delivery

Good day I have been trying over 20 times today to call Defy. From that 20 calls, one was actually answered and transferred to a black hole. The lines are just ringing, no matter which option you select. a call was logged yesterday as urgent from House and Home and since 8am this morning, all I am told is the technician will call you. It is 3pm and again being told the technician. in the meantime, my food is going off and I'm having to discard food in January. They don't answer their phones. My question I asked is, whilst I'm waiting for this technician (which all I got is his name "Norman) who is going to pay for the wasted food? I'm told the technicians works until 6pm but if he doesn't come, I must call again on Monday. Again, who is going to pay for the food I'm having to throw away or give away because I can't hold onto it much longer. I know it's January, but such poor service is unacceptable.