Afrihost debiting but not delivering (terrible !)

I was a happy Afrihost client for about 10yrs.The last couple of month the internet speeds were down, there was no connectivity half the time. Most of the time I just dealt with it but since I work on the internet downtime seriously affects my business. Afrihost was my internet service provider and managed my telkom line. The last time my internet was down it was down for 3 weeks I kept phoning in to Afrihost, they kept not making notes and blaming it on telkom but never followed up with telkom even though I pay Afrihost to deal with it. After having no internet for 1 week or so Afrihost happily debited my Account for their monthly rate, never mind the fact that they were not providing me with any service. After sorting my issues out with telkom after 4 weeks of no Internet I cancelled Afrihost as I could not deal any longer with their pathetic service. I then demanded a refund for my downtime since I had no service I think I'm entitled to get my money back ? its been 2 month I still haven't received a refund after big promises they would sort it out and they still spamming me with their advertising. Afrihost loves to debit on time but does not deliver the service they\re paid for"