No internet and no service from Vumatel on faulty line

My internet has been down for 3 days and i am not getting any service from Vumatel My ticket was logged by my ISP VOX telecoms ISP-298524 and Vumatel cannot find it on their systems. they keep advising that they cannot pick up anything on their system. its past their 72 hour SLA and still not resolved. i have been without work for 3 days now and this is not acceptable. the consultants cannot escalate to a supervisor or manager to assist me nor give me details of the technician. they then logged another ticket ISP 426249 and same issue. i am losing patience. not acceptable. i am escalating to the CEO as well for a response.