Customer service rude and unreliable

A ticket was logged with Vumatel by my new ISP, as the Vumatel portal says my line is down. A Vumatel technician comes out to my house, does some checks and says all is fine from Vumatel side, and leaves. The ISP points out that the operational status is still down on the Vumatel portal. Attempts at a broadband connection (laptop to ONT) also fail.

I subsequently phoned Vumatel back (less than 2 hours after the technician left), which is when things started getting bizarre:

1. The ticket had been closed by the technician, thus I am told I must open a new ticket, which will only be attended to in another 24-48 hours. This is depsite an admission from the Call Centre agent (Miss X) that indeed the ticket should not have been closed by the technician, as the issue is unresolved (line still down on Vumatel portal)

2. I ask Miss X to please contact the technician to get feedback, +/- to ask him to return to my premises to complete the job correctly. This is less than 2 hours after the technician left my house. She says she cannot do this as the ticket is closed. She then says that I must phone him if I want to!!! I feel that an instruction to return to a site should surely come from the company, not from a client! There seems to be absolutely no accountability if that is the case. Attempts to speak to a manager/supervisor are met with claims that the manager/supervisor is not at the office at present. She says the only way she can contact him is by sending him an email. Miss X eventually gets irritated and rude, and takes the technician's cellphone number from me. She says she will call me back in 5 minutes.

3. Two hours later, as there is still no feedback, I call Miss X back. She says she has not called the technician yet, as she is still waiting for her manager/supervisor to return (there has been no sign of him from 1pm to 3pm). "Maybe he is on lunch" is her response. Miss X then claims that she is not permitted to make any calls to anyone (not the technician, not the manager, not a client, not even emergency services!!) Can Vumatel please confirm this claim? However she later assures me that she will call me back as soon as the manager returns to the office, and guarantees me that this will be on the same day. Unsurpisingly I am still waiting for this call, over 24 hours later!

This is shocking customer service from Vumatel. Technicians can make mistakes or oversights, but the way in which the call centre handled my simple request was so disappointing, not to mention rude, dishonest and just plain bizarre.

And the bottom line: the line is still down.