Clueless and untrained

I failed to make payment on time, so my service was suspended. Upon realising this, I immediately made payment. My service was unsuspended, a day or two later. The person involved stated that since Vumatel was the fibre provider, they had to manually unsuspend my account and it was not yet automated.

2 months later, I forget to make payment again. I, again, immediately make payment, send a support ticket to them to unsuspend the account and even phoned them. The person on the other end assured me that it was now automated and I have nothing to worry about. The following day, still no internet, I called again - 5 times that day. Different people each telling me they are not sure and that it has been "escalated". After a few days of still no internet connectivity and constant phone calls. Eventually, eventually, I get phoned again and got hold of someone that actually knew what they were doing. He logged into the vuma portal, and unsuspended my account. Like I had been telling the previous people to do over and over again.

For over 3 days over a long weekend, I had no internet. And despite me telling each person what they need to do in order to get my account unsuspended, they did not, nor were they trained to, nor did "escalations" do anything. What is the point of "escalating" if it means nothing? After my internet was eventually restored, only from actually phoning someone that knew something, I have never received a courtesy call or email apologising, offering compensation for my outage, or anything of the sort.

Urban X - apparently an ISP by gamers for gamers. What a load of bullocks. It's mostly a clueless team that only know how to smile and wave.