Bad complaints handling process

In 2023 there was a special running for fibre 250/250 and it was advertised to be running until 02 December 2023. On the same day I called through Metrofibre but message said office hours are monday to friday & I then proceeded to make online request, after which I received the below message confirming the 15% saving & the no activation fee.

When i received statement late December 2023, i realised that i was charged full amount & the activation fee, to which I then sent email which has never been rep**** to until today.

Since on the 29Feb2024, my account has been suspended & the only reply I get from Metrofibre finance staff is for me to wait for resolution of the complaint, which is now 3months in the waiting.