Fibre line held ransom

Vodacom invaded a metrofibre line and put an ont on it . I have been trying for a week now asking them to remove the ont. Hours and hours on the phone and all I get told I'm 24 to 48 hours. That time elapsed and no feed back. Managers escalated it and don't give feed back. Again to day attract the agent called me back but to tell me she has no feed back. How can you hold a fibre line ransom? How do I get some one who can solve the problem to call me.