Terrible service

We are currently awaiting a line to be fixed, the connection cable from Vuma pole broke on the 6th of April 2024 due to bad weather in Cape Town Khayelitsha. I then logged a call on the 7th and I was given TT #: ***3 [NL9X1K-JJ905]. I have been following up with Flycool on the issue at first the complained about not getting feedback from Vuma technicians and after several follow ups they said "I see there is a ticket that has been logged for you to maintanance team to check your line but at the moment Litha park it on hold due to vadalism vuma do not do installation or maintanace at this time" and further said they do not even have a turn around time.

I then requested a refund for the month that I have paid since now is over a month without a service below is the response I got:

"I see hear that you meade payment on the 03 April and you last use the internet no the 6, please note once the funds are in use vuma do not do refund."

I then requested their Ombudsman to further escalate the issue that was on the 30 April 2024 and I have not received any information since then.

The account holder is my husband.