Mweb Account ***7

I requested downtime credit on my account, no service from the 30 of November 2022 up an till 21 of December 2022, reference MWB***8 ticket that was logged with them, i send a few emails and still haven't had any reply back regarding this, i mailed Nawaal Collins on the ***, even if tried to phone them i wait so long and get cut off every time. My account number is ***7 with Mweb the reason for the down time my router was strike by lightning my sim card was inactive, a new sim card was send to me after 2 weeks and still had to wait 2 weeks to be connected . i was told downtime will be done on my account after the sim is activated, and that did not happen i send more then 4 emails, still no feed back.