Vumatel - please respond

I received my fibre installation on Thursday 04th May. The installation was less than stellar and completely unacceptable. I requested that they please send their technicians out to remove it and re-install in a more secure position.

The installation damaged a wall tile, the piping is unseemly, the router is up on the wall (Why?) upside down (why?), the wiring along the wall?? This is not safe.

I have been in email contact with Vumatel (as per their schedule which I'm following re: complaints protocol) since Monday. I have had no feedback except: "we're waiting on a response"

How long does one have to wait?