Webafrica and Vumatel poor service delivery

It's been 5 days since I have logged a fault and no one has even attempted to make contact to resolve the issue. The technicians were out to fix my neighbors fault and in the process messed up mine and now I have to chase up daily with Webafrica and Vumatel to get this resolved, all the agents say they escalating the issue but where is it going no one knows. The SLA they have is 48 hours but it has now been 120 hours please explain as the payment still went through but you can't keep to your commitment to customers!