Downtime credit

I had an issue with my Fibre, I did not connect for a week and when I eventually connect I asked for downtime credit and my request was logged on 31 March 2023 but it's not approved yet and whenever I call them they say I must expect a call from one of their consultants within 48hrs but no one is calling. And it's close to my debit order date and I have received the invoice without taking into account the downtime credit. The current status says "awaiting credit approval" and it's been weeks waiting the request to be approved.