Worst Customer Service Response

Good day

I have been a Herotel customer for almost 12 months. At the very beginning of joining them I honestly had no complaints about their services in terms of their technical support. This morning I logged a ticket on their customer portal at 07h00 explaining that I have absolutely no internet connection. All the equipment seems fine lights all on. No one contacted me wrt my complaint. Please keep in mind that I am working from home. At ten I then decide to try and call them and ask what the story is. I was sent from pillar to post. Talking to 3 different technical agents who just cant seem to assist me. The last one then explained that a team needs to be sent to my residence to check that the equipment is fine or whether it needs replacing. I was told someone would call me in the next few minutes to arrange to come. I waited and am still waiting. I then proceeded to call them and got put on hold for more than an hour. I am not a position to wait until my service provider who takes my monies ON TIME EVERY MONTH. I am appalled by their service and responsiveness. They have had more than enough time to get a team out to my residence to see what is happening and to see how they can resolve the matter. I would not recommend their services to anyone. I am truly disappointed. I emailed them my complaint and received an email back with a ticket that was supposedly logged to my account. When clicking on the link to check the progress the ticket says that it does not even exist. How do they treat their loyal customers so badly? Their staff drive around in the area of Atlantis and stand parked under trees relaxing while paying customers desperately needs assistance.