No accountability for mistakes made. Shocking service

My student son bought a wi-fi monthly subscription at the start of the year with MWEB for R700/month. On the 9th of June the wi-fi suddenly stopped working. He spent hours on the phone holding on for support using his own airtime. He wanted to cancel the contract but they said he will incur a R2100 penalty. He then asked a technician to assist. On 11 July an agent told him he will get a refund for the time he didnt have wif-fi. After many calls the issue was resolved on 2 September after 3 months having to buy data for studying. The fault was MWEB who registered the incorrect serial number with Openserve. MWEB now refunded him R250 for 3 months of no wifi service and it was MWEB's fault. This is UNACCEPTABLE. And it is impossible to get hold of someone as you must spend hours on your own phone to get to a person to speak to.