Not Cool, No Idea about customer service

It has been 12 days since Cool Ideas overbilled me after I requested an upgrade. I am yet to even receive a mere acknowledgement from Cool Ideas that they are attending to my ticket, let alone actual action to rectify their (not my!) mistake. I have been a loyal customer with 2 lines for many years, but this absolutely unacceptable standard of "service" is tempting me to change ISPs. Moreover, the upgrade didn't work and my internet speed hasn't increased, so I've been double billed for a service I'm not even receiving. Pathetic and rude to ignore long standing customers when Cool Ideas made the error! Not to mention that "Cool Ideas" seems to be synonymous with "frustration", as I can attest to as a long term customer (for now!!).