Poor Scheduling and Communication

I cannot understand how a company like Vodacom can condone such inefficiency. I've done a review on their false assertions about a fibre contract. They have subsequently got Metrofibre to install a termination point only, knowing full well that I'm already in possession of a fiber router which they have couriered. I made contact with their fibre support department on Friday 27/8, was given a reference number and was told that the ONT installation will be addressed within 24 to 48 hours. Today 30/8 I follow up with Vodacom again and was told by their agent, he is not sure why my query was not attended to. However he will follow up with the relevant department. Why do I have to chase up with Vodacom? Can they not have their policies and procedures in order? Is this the level of service one would expect from such a huge organization? When will this matter be resolved? Will they compensate me for additional expenses incurred?