Flippin' slow customer service

My fibre line was activated on 4 February. On Wednesday 6 March the plastic tubing which encases the wiring came loose from the wall. I was not aware that this had happened so when I opened my gate to leave, the gate knocked into the tubing and ripped the wiring loose. I was only aware of what had happened when I returned home, had no Wi-Fi and started investigating. The installation was done by Octotel. If I had known that the tubing had come loose I would obviously not have opened my gate. I logged a call with the call centre and received a call back quite quickly informing me that Octotel required R1500 to fix the problem. I refused to pay. The tubing should not have come loose and I don't see why I have to pay for shoddy workmanship by Octotel. The call centre operator said that she would get back to me. I received no feedback on Thursday. On Friday 8 March I phoned the call centre to find out what was going on. I was once again told that I had to pay R1500. I once again told the operator that I would not pay. The operator once again told me that he would get back to be. I have still had no feedback. Your internet might be flippin' fast but customer service is certainly not! I work from home and this is the 4th day without internet. Seriously not cool WebAfrica!!