No internet and no feedback

From Monday the 09/09/2024 I haven’t been having internet and when I called I waa given a fault report : SR***. I was told that a technician assigned to the fault will be in touch. No one has contacted me, instead I’m the one calling and I’m getting an answer of the problem has been escalated and someone will be in charge. On 12/09/2024 I called to cancel my contract as there is no feedback and I was told of penalty of about R2000. I asked what penalty as I am a not revering any services from vodacom. It has been 4 full days of no internet and no feedback.