Vodacom fibre takes forever to attend to service requests and provide no feedback

I have logged a request for my Vodacom Fibre line to allow port forwarding on the 13th of November. 5 days later and no feedback. I've called twice but everytime I call I am told that their system is down so they can't give me an update on my query.

I have also sent an email query and got a response that the query has been updated. However when I open the request it merely show that I have sent a query regarding the status.