Terrible customer service

My fibre has been down since 14/03, I've tried calling customer care and it took 30min to get to the front of the queue only for the call to be dropped. I then used the chat function and was told that they need to escalate to openserve to resolve the problem and that they would call once resolved... I received no call,no mail nothing...I then emailed customer care once more asking for the issue to be resolved, this time I got an SMS 8 hours later stating the once again it had to be escalated to openserve... When I do a line test with openserve they say that everything is functional and the fault lies with the ISP.

Good day, This is your Vox ref number  VOX***0, we have escalated to Open Serve ref 105BEK140323 and we are awaiting there feedback to resolve your problem. Kind regardsVox