Bad customer service.

I've experienced bad services from these internet services providers. My internet services is sometimes offline and recently I had been offline for about 12 days . I was told that I would be reimbursed my days should I be offline for 4days +. Now they have been taking me from pilar to post without any resolution. I'm truly fed up and disappointed with their service. They always say they will be investigating the issue. I was offline from the 5th July to 16th July. The other day through chat they said I never reported but I sent the screenshot of our chat.