******ative deal as a compromise

I made an effort for 5 days to get attention from their call centre to report a faulty fibre line (no throughput), they promised to get technical to contact me which never happened. I contacted one of there employees directly, that attended to a similar issue previously. On arrival he mentioned he do not work for SuperSonic anymore but is a subcontractor. He diagnosed and solved the issue within 15min - the SuperSonic owned Microtik router got *******ed and needed new firmware. He left me a bill for R650. I reported the issue to Reinhard Pieterse, CC’ed Kabelo Letwaba and Mohamed Cassiem. They came back and said they would not refund me, and proposed an ******ative deal as a compromise. I requested my agreement from them more than a week ago and did not receive it from them to date.