Poor support: Being billed without installation and connection

I've been a client with for about 3 years with almost no problems. Unfortunately, the support of Axxess is no longer the same in terms of customer service. I'm not to sure if its because of a request of Pure/Naked DSL that they seem to get everything wrong. I requested the JUST DSL 10mpbs package and did all the necessary things for that to happen, but they can't seem to get me connected. I get connected for a brief period of about 4 days on the wrong package confirmed by Axxess, paid the pro rata amount for the package I requested which is JUST DSL 10mbps package, then got cut off the next day.

I requested a refund which they claim will happen, still waiting on that. I'm also still waiting for installation and connection on the requested package for over a month already. When you ask about it, all you get told the matter has been "escalated"and sometimes you get email saying you require router setup.

I phone in for router setup (for over 30 min and another time for over 50min, a waste of my airtime) only to find out installation is required. Every time I send a query or respond to a query, its a different person responding so it becomes a bit frustrating. Its like going in circles with this company, and nobody can explain to me when/what is the status of what I requested for. I don't know if I should cancel for what I asked for because they even send invoices to pay for a package which I'm still awaiting setup/installation.

This is disappointing from axxess.