Very Poor service

Last week I sent a query to Vodacom as I am unable to send e-mails via Vodavom as they are my service provider. I was promised somebody will contact me and it is now 5 days and still no answer: Secondly: I pay for a service but Vodacom was off line for nearly 15 hours. I find this unacceptable, Yes I pay monthly for a service but I don't get much service back when I have a problem. Its like all other big firms lets milk the client and give nothing back. Please I need and an answer.