Lack of Service Delivery and Urgency

We have a service request that has been active for more than 2 months and absolutely no response has been received from the project managers in the scheduling team . It seems the back-office scheduling team completely lacks service delivery and urgency. I believe that their actions show a lack of respect for customers and that they are neglecting their responsibilities as project managers. We are dealing with an entire complex here that are being sold fibre by Vodacom, but in actual fact the complex has no active fibre network available. Apparently we have no choice but to wait until the scheduling team decides to respond. There are no contact persons who can handle this kind of situation and the project managers couldn't care less. As a customer I am greatly disappointed with the level of service received. I cannot believe that Vodacom would allow such a thing to occur without taking any action.