terrible service

We have been trying to get Vodacom to restore our internet connection for more than a week now. The call center just keeps on saying the service request has been escalated, wait for 24 to 48 hours for a response. We received an e-mail on Monday stating that if we want them to release the line they will have to cancel our internet connection as well. We responded and asked them to do so, but still nothing.....Called again today and was told again to "wait 24 hours for feedback". Surely this isn't right?