Vodacom hiding from responsibility and unable to provide feedback or assistance

After a week of no internet, we have still not had any feedback from Vodacom. At the end of the month when the bill is due we would have essentially paid for a service we are not receiving in full. We understand that the issue might be with OpenServer but we did not sign a contract with Openserve and therefore expect an answer from Vodacom. It is really unacceptable how you treat clients. Your call centers might as well not exist as every time we call we don't get an answer or simply give up as we are waiting well over 20 minutes.