Lack of service to clients.

I recommended this company as I have been with the since they started in a garage over 20yrs ago My friend has been shoved from one technical person to the other.She ordered 100mgbps upload and download.She has been invoiced several times even tho her service is not working. They are blaming Vumatel who is the supplier of fiber. This has gone on to long.My friend is foreign and also not computer literate (like they think we all are and talk in Jargon) This is shocking service.Then she did a speed test 50 and then another time 38mbps.This has not worked since the 20 th.Who can help.?