Rude Vodacom Representative Alex

I reported my WiFi not active since the receipt of the router yesterday. I was informed by the Vodacom agent that the call has been escalated and the turnaround time is 24 hours. I followed up several times today and they stick to 24 hours. The final straw was when I phoned after 20h00 and Alex took my call. The guy was soo rude and told me to wait 72 hours. I asked him to give me his supervisor since I was not getting any respect and satisfaction from his tone and my reason for calling, he refused. I asked him to give me another agent and he refused still because my reasons were invalid. I asked him for his name and surname and he said he is not allowed to give out his full name and surname. He told me to drop the call and phone back again if I want another agent. I will not get into details. Please go through the call recordings and confirm if that is the expected behavior.