********* and ******* practice!

My neighbour and I were very unfortunate to be victims of pointless vandalism to our outside cables. I contacted Afrihost and was informed that Vumetel's technicians will make contact, but there will be a cost to the needed repairs even though I informed them that the damaged cables were not within the parameters of my property, it was outside on the pavement. I furthermore sent pictures in support of my claim, of not being liable, prior to the techs came out. The contact center agent said that only the technicians can decide based on the damage and that I should then try to negotiate with them. The technicians arrived later that day and I was advised that the fee borders R1000 and that we required an entire reinstallation which can only be scheduled once the fee has been paid. I decided to oblige the following day subsequent to receiving the quote, a Friday, and was told that the reinstallation teams are off weekends, they were to come Monday. The Sunday we then decided to get a second opinion and it took the person less than 15mins to fix our kinked cable. The cable which was badly damaged happened to be that of my neighbour, that was moreover *******ly routed via my property. This to me is not only *******, but also ********* practice to say the least. I was without connectivity for 4 days when the problem could've been sorted when the techs were there to assess, if they had done what they were supposed to. They were not empathetic, very argumentative and arrogant. I then lodged a complaint with the Regional Ops Co-ordinator at Brightlink MCT (partner of Vumatel), Cc'd a manager at Afrihost contact center as well as the Vumatel complaints department, but to date I have not received any feedback in respect of the complaint and I have been following up ever since regarding my refund. If it was not for the good client service I receive from Afrihost contact center (WhatsApp), I would've gone with another service provider. How many other people are being charged for reinstallations when it's not even required? Is the generic response to do reinstallations to make money rather than offer good client service? I would be embarrassed to be associated with such shady technicians, tarnishing the good name of both Vumatel and Afrihost. Now, I am having to do follow ups for my refund which was requested more than a week ago.