Consistent disconnection even though I've paid

So I was supposedly given a free month where I did not have to pay for my subscription, I have been getting disconnected every 4th day for the past 2 months, I've contacted them directly over the phone, through the NOW website/App and even on Facebook. They take me through the same process which is tedious and time consuming plus very very very inconvenient. Everyone tells you it will be escalated to the finance department who are either *********** or don't exist because nothing ever happens.