BAD SERVICE ON INCORRECT CONNECTION AND NO REFUND

I have been a client since March 2019 only to realise in December 2019 that my connection was incorrect. I signed on for a 10 mbps and only getting a 1mbps. I reported this on 02/01/2020 and the technical team said its not their responsibility to check my line. I contacted Openserve and they confirmed that my customer details was never send to Openserve by Cool Ideas. Openserve corrected the matter on 03/01/2020. I wrote a email to connection 02/01/2020 requesting feedback? As I have been paying monthly for a correction I am not getting. Still no Feedback from Cool Ideas. I keep sending email to Accounts and Connection but no assistants or feedback. I reported again on 14/01/2020 after I received a email from accounts on that my service will be suspended if I do not pay. I refused to pay as I have been paying for 10 months without getting what I am paying for. Send again a email on 15/01/2020 and 16/01/2020 after my line have been cut. Send another email and numerous phone calls to Cool Ideas as there feedback. Spoke to Opal in Accounts she investigate the matter and confirmed that day that it is a mistake on Cool ideas side. She will escalate the matter to Lee- Roy Joyce the General Manager. Since 17/02/2020 still no feedback from Lee- Roy after leaving him messages to call me and he is not calling back. He only send emails saying he will investigate. But Petrus at Openserve already confirmed that cool Ideas never gave my connection details to be updated on Operserve data base to correct my line. And Opal in accounts department confirmed on 16 and 17 January 2020 that it was a mistake on cool Ideas side and I will be refunded. NOW Lee- Roy wants to investigate what's already done. and not refunding me my money. The Service at Cool Ideas is non existing. NO service and no feedback and still no REFUND.