Internet down for 10 days no refund or days given

My internet was off for 10 days straight I struggled to get hold we africa via the wats app for a whole week. They eventually came and fix my connections and I asked for a refund in the beginning of the month and queried in this week and I was told their finance department do not refunds because of an agreement with vumatel and my issue was a outage problem which is not 100% true did not last 10 days whilst other people in community are using internet and I am not. They also refuse to give me the 10 days free. Ref no. *** and ref no. *** I was given. A total lack of respect for their customers both we africa and vumatel.