No response - poor installation and overcharging

I cannot get anyone to assist from VOX. Numerous emails, long waiting times and can never get hold of he correct person. Please see email below to which I cant get a response to ------------------------------------------------------------------------------------------ Hi Uthmaan,

I have done some further investigating and unfortunately Vumatel is not an option for the block. There is an exclusivity agreement in place with Octotel.

As discussed my mom is a pensioner and a 50/50MB line @R755 is an overkill for her requirements.

I would like to downgrade her to a 25/25Mb package Her cabling and ONT box and router was installed in a completely incorrect place and she has been quoted R1800 to have this rerouted after numerous calls/complaints and followups post installtion. I need this fixed and moved at no additional cost Can you please assist with both of the above, if this is not possible she has no other option to cancel her services and order a new package with a different ISP as a new install. Your prompt response would be appreciated.