All promise and no action

I have a mobile contract with them and on 8 December 2017 the service ceased. My router has not connected to the internet since then. After countless calls made to their call centre on my own account and holding for over 20 minutes at a time, I was still not connected. Instead of giving me a solution I was also told by one of their team leads that I must wait for the CEO to return from leave (she says because this is just a family business and therefor nobody else can assist with client relations) and that all she can advise me to do in the meanwhile is to cancel the contract??! (What kind of training do these people get on customer service?????), on another occasion after a few more calls to try to resolve this matter I was promised that my case would be taken care of as a critical case (20 December 2017) and the consultant promised that she would keep me updated at every step, this didnt happen, they closed for the holidays and I was still not connected. Afrihost comtinued on to debit my account as if I was getting the service promised and when I called back again I was given another shock response by a different consultant who told me that my experience "doesn't matter" (again, who trains these people????), needless to say, I didn't get any assistance from him either. I have now gone through 2 other consultants who also failed to sort out my issues and today I made another call (i'm getting used to this routine now) and the consultant told me that my critical case does not exist!? Today is 05 January 2017, many calls later (at minimum, 1 hour in call costs), many requests and many unfulfilled promises and frustration later, I am STILL not connected.

What kind of business are you running here Afrihost?