Why do we need to complain first to get good service

It is honestly sad we live in times where a person needs to complain in order to be helped. My fibre connection has been down for two days, in times of COVID this really bad because we WFH and in order to do so we need fibre connection. Without fail, vodacom month-end will gobinto my bank account take money and pay it self but for me to get their attention I need to first write on hellopeter. You call everyday, call center person promises to forward to the manager but I still sit with no connection. They say it takes 24 to 48 hours to assign someone to your case, in 2020 I honestly think this is unacceptable. No one has been assigned to my case, yho hayi I honestly don’t know.