Internet connection

I've been using this ISP for over a year now and the service has always been so poor, It's been 2 months now with no internet connection.

Everytime you try to reach flycool you chat to Zoe who will make you wait for an agent for 5 days and someone will chat for a minute and you don't respond they end the chat. Payment is due in a few days and I bet you, they won't make a mistake of debiting from your account but we haven't had internet for a month now, I have screenshot of someone else saying we will receive a refund and someone else saying issue has been reported. Also another saying we are unable to fix the issues due to security reason. If that's the case why am I paying for a service I'm not receiving. Please make it make sense to me.. I'm tired of paying for a service which I'm not receiving. Can someone please call me as this has been going for far too long