Dreadful customer services

Billing department and general customer service is severely lacking for a modern tech company. I filled an urgent ticket to request a refund of a credit balance on my account which I need due to not being billed this month, meaning I need to repay my employer because I do not have an invoice, failure to do so could lead to disciplinary action. I have provided an explanation, proof and requested the matter is escalated for immediate resolution but the ticket has not even been looked at. Overall happy with CISP but customer services are lacking in staff and options and are not on par with the best ISP in the country. Please assist I'm desperate