Wi-fi issue for over 24hrs yet, sms received it was only logged 3hours ago. Poor customer Service to top it off!

Ive had an outage for over 24hrs now, called Hypa at 17:03 spoke to Thobeka to explain the situation and log a call, she advised they received an outage notification 3hrs whereas they had sent me an sms 24hrs ago regarding the query. My first issue is how did they know about the query when it was only logged 3hrs ago for them to have sent an sms yesterday. My second issue is I had to raise my voice on the call because Thobeka kept talking over me… yet the only answer she could give me is it was logged 3hours. I even said we are not singing hence we can’t talk the same. Poor service over all!