UNACCEPTABLE SERVICE

A fault was reported on line *** last tuesday, it took more than the 48 hour turn around time for someone to contact us regarding the fault. A technician came in on Saturday without advising me or even attempting to contact me and I was not home to attend to the technician. How can we not be contacted prior to a technician coming out to site - we do not sit at home waiting for technicians to attend to calls. They then closed the call without resolving the matter. Now a new call had to be logged and the process has to start all over again, reference 129CRZ031015. Can this be sorted out IMMEDIATELY as it is over a week now that the phone is not working?????