Shameful service by MWeb

I consider myself a loyal customer of MWeb since 2001. I have 5 fiber lines for my business all of them supported by MWeb. In Feb. 2024 I contacted their sales department and requested a 6th line to be added to my existing portfolio. The fiber installation was done by Vumatel, and by 22 Feb. the new line was up and running. Everything went smooth until 15th March when Mweb abruptly terminated the new line. I immediately contacted MWeb and after holding on for 26 minutes managed to get Ncutukazi on the line who informed me that they are awaiting my proof of address. Never during this entire process was proof of address requested, so this was a new one for me, but I immediately mailed proof of address and was told that the matter is now escalated and should be resolved soon. On 22 March the frustration was getting the upper hand on me. after many emails, I took the courage to call again. this time I had to hold on for 49minutes! I was told again that the matter will now be escalated. I explained that it is for a business and I cannot do business this way, I demanded re-connection by close of business on Friday 22 March. Ncutukazi even promised that her manager will call me back before end of business, and I could not help laughing out loud, because I just knew that this will never happen. Well, it did not happen, as expected, and I will have to go through the weekend without internet in the guesthouse. Guests are threatening to check out because of no connectivity. I even received a ref. from them MWB***0. If this is how they escalate a complaint, I would love to know how long it would take if no escalation is submitted.