Non-compliance on the 24/48 hour SLA

Good day. Refer to Case number CAS555566. We reported no Internet connection on the afternoon of 20 April 2021. This is currently 19:30, the 22nd of April 2021. Past the 48 hours. Constantly we requested feedback. With each feedback request we were told that it's still within the 24/48 hour SLA. Both my wife and I is working from home and is daily depended on the wifi service. What is the penalty for not servicing our wifi within the 48 hours? Penalty for non-payment from a customer I guess will be a disconnect of service till payment is made? Can I then request a refund on data paid as well as days granted as a credit on our next billing? Please also refer to 2 calls dropped by the same male person when my wife spoke to him requesting feedback - calls are recorded?