Vodacom FIBRE - NO CONNECTION FOR 13 DAYS STRAIGHT !!!!

It is now day 13 that we are without wifi from our service provider Vodacom via Vumatel. Our operational line was disconnected on the 5th of February, even though NO doscnnection was requested from our side ! Our line which they could surely see on their system was operational and in use , was disconnected without any notice and given/used for another Vodacom customer whose service provider is Vox. I fail to understand how this can happen and nobody picked this up all this time. The disappointing part is that it still hasn't been rectified after we have continuously contacted both Vodacom and Vumatel. I mean really, how can it take so long to be rectified ??? Surely this is done on their system, it's not like they had to dig trenches or lay new cables ??? During conversations with Vodacom we asked if a refund would be processed for the days we were without connection and their response was that we have to put this in writing. It is just overall bad service from Vodacom and Vumatel. It is also annoyning that Vox can utilise a line which was never free from the start. It is just one frustration after another and NOBODY can advise when we will have service again !!!