Dysfunctional support centre!

Pathetic service, falls promises! I work from home and so my husband took out the uncapped fibre contract with "Fibre Home" who are affiliated with Vodacom. We took the contract because we saw "Vodacom" on their flyer and forms. I lost connection this morning and called their support call centre on 082 190 4 and spoke to a guy. I waited for 8 minutes before the call was answered, I was on the line with the guy for 14 minutes and I asked him to call me back as I was afraid my airtime would run out, he consented and confirmed that he would be calling me back on the number I have used to call in. I have been waiting for almost an hour now and he has not called. I tried calling them again, the person on the other side picked up was just breathing on the phone until the call was dropped but the person did not bother to call back. They will be quick to suspend the line if there is no payment made and yet I am unable to work and they are not resolving the connection issues! This is double standards and pathetic service!