Non Existent Customer service - Paid in Full

Some context first. Over the last couple of months, my fiber has been down for at least 3 days at a time once a month, without fail. At one point I spoke to a consultant who informed me that I could get a credit on my bill for my downtime, which another consultant confirmed at a later point.

Now to my complaint, for the month of August, I had no connectivity for at least 2 weeks. I received no feedback from vodacom unless I followed up, and everytime i followed up, i got hit with a "Your query is in hand, please allow for some time for feedback." only to be met with no communication again.

I eventually got a hold of and followed up with Metrofibre myself to sort out the issue, only to magically get a communication from vodacom to inform me my connectivity has been restored as if they are the ones that did anything. Not only was there no connectivity, but my household actively lost income as my sister works remotely from home and couldn't teach for 2 weeks.

I requested a credit for my downtime as I can't be charged full price for a service that wasn't delivered, it took a week for me to get a SR number, and then only to met with the same "Your query is in hand" response every time I check up.

I've since been debited the full amount for a non existent service and am still being asked to wait for feedback which I'll not receive unless I follow up.

I've never defaulted once with any of my payments to vodacom. Happy to take your money, but missing when you have an important query.

The way in which this situation has been handle (neglected) has me seriously considering jumping ship from Vodacom at this point.