useless metro fiber downtime

Their service is so perthitic, i didn't have coverage for over 10 days and emailed them to credit my acc and nothing is being done till today but yet they are billing my account, i called them over 8 times and I'm being transferred from one department to the other and lines get disconnected, such unprofessional, today i still don't have coverage again for the past 3days and a D/O went off.