Support system non functional

I first logged a fault on Wednesday 24 February stating that the fiber was broken. I've been trying everyday since then to get a reference number from them to be able to follow up on the fault. Upon my many interactions with their Whatsapp support , (because phoning the support line doesn't work and tells you to use Whatsapp) I was finally able to find out on 02 March that a call was never logged and the call was subsequently only logged on on 02 March. So for 6 days nothing was being done about my request even though I Whatsapped everyday for updates, waiting for a reference number.