very bad service

I am really upset with the service tshwane offers is it because we dont have a choice but to be with them? i submitted the occupational certificate but to date no one want to help me credit my bills for the years i have been paying more is excuse after excuse. i have send numerous email to the guy by the name of Norman as he handle accounts he ghosted me, i was referred to him for assisted he decided not to answer me at all, we are paying the bills but we cant get service we deserve this is really bad.