Downtime with fibre

Fibre went down around 4pm on 31/12/2022. Fault was reported. Til this very moment we still have no fibre. It comes up for a few hours and goes off! Totally pathetic service for a long weekend. We were having a party on new years eve and had to buy data on our phones for streaming. And mweb never reimbursed me the last time this happened. I called and logged a complaint. They are supposed to reimburse customers for the hours of downtime. But they kept saying the task is logged and gone to billing but they just took their full premiums. I am not happy at all with this lack of service and ethic. I am sure they will lie and not credit my account again!