Not happy

I have been a loyal customer of Home-connect since 2020. We had moved to a new house and decided to just do a move over as we were happy with the service we received. It was a complete disaster. It took over a month, close to 6 weeks to be connected at long last. I was willing to look over it and be very patient. During this 6 weeks I had spoken to one of the attendants and advised that my debit order has gone off but we don't have internet - she advised that we will be credited for the time we do not have access to Fibre. Fast forward and I get the new statement without the credit - I queried this and was simply told that I was advised wrong? I'm sorry, but how can I pay for service I didn't receive? I find it extremely poor of Home-Connect especially because I decided to stay with them when we moved.