VUMATEL AGENT ( Phumeza who works in the front line ) refusing to assist clients

My experience with VUMATEL was horrible, the cable was cut from outside my yard and I was requested to pay for damages . I refused this is not my fault ,that cable is not even in my yard and way to high that I could reach. I could not do my work at home and forced to go to work and explain to my manager that I could not work due to this matter which is still not solved . On top of it all the customer service was terrible some call center agents to be specific Phumeza who works in the front line she refused to to give her surname . She refused to transfer my call to maintenance or superior she kept telling me she was working from home how do i expect her to transfer tor help me and had attitude . I spend 2 hours on the phone with no assistance she ended up hanging up . Nondumiso was the only person really trying to help me with my case by trying to persuade Phumeza in transferring the call too maintenance and she had no luck they kept putting us on hold and eventually hung up without hearing me out . Phumeza wasted my time and refused to help me. I recorded her and wanted to speak to the manager to hear what they can say about such misconduct . As it is I am told they will not send anyone to fix this unfortunately . My question is since the cables are outside is it my responsibility to climb on top of my roof to check if there are no faults with the wiring or cable ? I am very angry if this was communicated to me I would have never signed up for such . The run around , my airtime wasted , the rudeness of agents is disgusting .