Pathetic Customer Service

Yet another bad service provider in South Africa. The service that we are currently receiving from MWEB and their partner Vumatel is pathetic. Our fibre line has been down for nearly 2 weeks, we have been told by the technician 2 weeks ago that the line needs to be re-installed. To date no one has contacted us about when the installation will take place. My husband followed up and he was told that we must pay for the re-installation of our line and once the proof of payment is showing then they will re-install and still no invoice received. Both of us are working from home and are reliant on our data to work but instead we are getting double costs of having to buy data. Is MWEB going to credit me the additional costs incurred because of their terrible customer service that we are receiving from both MWEB and Vumatel? When can we expect our line to be fixed?