Giving customer the runaround

My Vumatel installation was scheduled for 11:30 this morning. A Vumatel rep called me at 10:30 to say the technicians were at the complex. I said this wasn't the agreed time but I would try and get there as soon as possible. When I arrive 25 minutes later, the complex guard told me they had gone to Spar and would be back shortly. I then called to complain and Nolithando kept me waiting for ever - so much so that I hung up and she hasn't had the decency to call back. Vumatel is quick to advise that the customer will be fined if they don't arrive at the installation but it seems okay that they mess you around.