Empty promises that affects a community

The Paradise Beach community has been struggling for more than a year with network issues. Numerous efforts were launched by the community to have the issue resolved. A WhatsApp group of 25 people submitted all their complaints via email and a hard copy. They were told that Vodacom needed a list of at least 5 individuals with the same problem to submit a fault report. They were given 25. A hard copy of the email was given to the manager at the Vodacom store at Fountains Mall. She said that there is no use to send the document to Customer Care, as it will only disappear in a back office. She also said that they were aware of the network issues in the Paradise Beach and Aston Bay areas. We then contacted Sheryl Moodley, Executive Client Liaison Office. On 2 September 2021, an email was received to inform us that the Nokia Team is busy modernising the site. Nothing has happened since, and when I eventually got hold of her earlier today by telephone, she said that she does not have any feedback. I then requested that clients in the area be refunded for a contractual service they paid for but for a service that was not delivered. As per usual, I was told that the matter will be escalated. "21 working days" is not enough anymore. Emails with reference numbers and calls of empty promises are not enough anymore. We now want answers: When will the technicians be modernising the area's site, and how long will the process take. Surely there must be a timeframe available. How does Vodacom intend to reimburse the clients for a service that was not delivered?