Poor query resolution and turnaround time

I logged a line fault with webafrica on Wednesday after waiting 2 hours on their automated WhatsApp system for someone to assist. They have no other method of contact and no sense of urgency either. 2 days of getting their standard system generated updates that don't indicate any kind of progress on my issue. Contacted them again today, waited another 1 1/2 hours for someone to respond only for them to tell me information that I already know. "i do see that the fault is with openserv's teir 2 who is currently looking into this fault for you". After insisting for a progress update, not just info I already know I receive "i really do apologies for this Carl . i will request that our faults team gets this issue escalted right now for you". @webafrica, why do I have to complain and get nasty before you escalate an issue that should have been sorted already? I'm looking to change to another ISP