No Reponse

I wrote a report about 2 weeks ago because of no response from Neotel and Neotel was very fast to respond because of Hellopeter. They sent a technician out on the 17/6/2015. The technician said me there was nothing he could do and I must speak to Sheppard (no number given). I sent an email to every email address that I could find asking the original consultant Luthando to call me back and today is the 22nd ...still waiting...they don't like when you contact them directly but they want me to go through Hellopeter everytime I need help ....WHY ???