MetroFibre - worst client service in Pretoria

Dear MetroFibre - Yes it is me again. Please let me understand this. From the 14th of May to today you can not get my damaged fibre line fixed. 11 calls. 7 of your staff promising to return my call - 0 returned calls. Ask to speak to a supervisor or client manager - No sir, that is against our policy. WOW. So your customers can only deal with your *********** call center and cannot escalate any issues further. How did this company go from good to so bad in 3 years?