Poor customer service, poor communication, no follow-up, refund pending

My partner and I had moved in together and decided to go with Home-connect as our wifi provider after one of their agents had called her stating that we would have our wifi installed within a week of placing the order if we decide to stay being a client of theirs.

We were pleased with the quick delivery service but had experienced very poor connectivity within the first week of using it. Both of us work from home so it's important that we have a fast internet connection. I had spoken to two different agents within that week and eventually got it sorted through using their app and following the steps over the phone.

We paid directly to their account as stated in their contract but were then charged another double payment as a debit order. This was not mentioned since we had gone with the free router and installation package for a reason and agreed to the month-to-month payment.

I had called someone from their service and was told that the debit order was paid as a credit to our account (basically the first 3 months were paid in advanced without notifying us). We did not agree to this and I had asked for a refund of the extra double payment and was told to wait between 7 to 14 working days for the refund to be reflected back into the account. I had also asked to receive an email or invoice of that statement and received nothing for another week and a half.

It has been a month now of us sending emails, opening tickets, calling customer service and hearing the same thing over the phone about waiting another two weeks for the escalation of the matter.

My partner's old apartment was also meant to still have wifi until the end of this month but it was cut off despite it being paid in full. She was not notified about this and the current tenant of her old place has now resulted to paying for another wifi service since Home-connect did not turn the wifi connection on as requested so a refund for that last two weeks is also needed since it was cut off for no reason.

It has been a frustrating month of trying to sort this out and we are very close to just cancelling our subscription and going with another provider.