Extremely pathetic customer service

Another month and I have no internet connection and I must now run around and call to find out how to make payment to get the service up and running again. My refund has still not been sorted out. I have received no feed back from the complaints person Phumelea Buthelezi, both my husband and I have emailed him the information he requested and there has been no acknowledgement or feedback. I called twice yesterday and was told there is only one person that processes refund and that person will call me back. No one has called me back . I also enquired how do I now make payment for this months service and still no feedback and now I have no internet service again because the payment has not been made. Is there anyone at homeconnect that can help or do I now have to escalate this matter to the ombudsman and social media