Bad service

I've been having problem with my rain signal for about two weeks then my 5g router gave in due to load shedding and I called in to have it checked. I've then been informed it takes 5 to 7 working days to send out a technician this was on the 17th of November 2022 ,today is the 6th of December 2022 no one has been sent out or even gave me a call but yet I'm receiving sms's from rain trying to debit whereas I was not able to even use my router and I was told I would be refunded for the days I was not using it this is really unacceptable