Vodacom 'partner' poor reflection of company

After a successful application to have our Vodacom fibre installed at our premises (JHB and CPT) Basil who is a 3rd party and Vodacom Platinum Partner supp**** us with a an LTE modem solution while we wait for the fibre to get connected. Initially very helpful and replaced the router/modem when it was faulty originally. However, our service gets cancelled all the time due to account being automatically capped which we are not supposed to be. We call Vodacom and they tell us that the partner (Basil) is the only person who can help us. Basil has not been reachable by phone or email for the last 5 days and it seems as though he is a one-man-band with no support staff to assist his clients. I don't know if he is alive or dead, or just on holiday but it seems no-one is available anywhere. There was one individual who was emailed at Vodacom by Basil originally, but that person is on leave and has left the Vodacom customer care number to call if 'urgent'.