Pathetic Vumatel and Webafrica

We have been experiencing an outage in Phoenix Durban for more than a week, with no definitive answer as to when the problem will be sorted out. Their WhatsApp agents can give an answer because they themselves don't know what to do. I requested a refund for the services that have been paid in advance and only to get told that the outage must be for than 5 days which it is but will only be refunded when the problem is resolve but no one can give an answer to that. I want a refund immediately. And since the service is atrocious I have since cancel my subscription. Pathetic service.