Vumatel - shocking response times on maintenace calls

We have accumulated almost 2 weeks of downtime on Vumatel this month over 2 separate faults logged. The ISP was quite quick to log a fault but unless one calls Vumatel daily to follow up one has no idea whether anyone has been allocated and if they have sent a team one never gets feedback as to the nature/severity of the problem and the expected time delays. Customers are not kept up to date on the status of their faults automatically. There is one lady tasked with Reinstallations and every time I called she was either on lunch, gone home or busy in a meeting - Surely customer care people are available at all times and the queuing of actions should not only be queued chronologically but also give rise to automated SMS to customer. The customer care people are polite and friendly and apologetic but have no control and the system does not show them maintenance comments to inform the customers so they put you on hold to speak to someone and often the call drops - they certainly don't bother to call you back once they find out what the status is