BAD SERVICE AND NO CUSTOMER CENTRICITY

When I started with this service, last year it was great. I then upgraded the line and it worked for about 1 to 2 months. Then all of a sudden I started having issues with not being able to connect. I phoned and emailed and every time I was told they would call back. Eventually I got a telephonic response and they agreed to pay out the money that I have been paying for service that they can see hasn't be used. They then said they will send out someone. The guys came out and the feedback sent to me in email was that I there has been a wall put up that is blocking this service. I have had no alterations at my house and I also checked with my neighbours and they have no issues. I have requested that this account then be cancelled if they cannot provide a proper reason for this service not working and also a refund of my money. I still am being deposited R1000 a month for 3 or 4 months now but with no usage being shown. They also said it can be the tree that is there from the Municipality that can be causing the issue. That tree was there since I moved in 3 years ago. I have tried to speak to a manager at Neotel but that doesn't seem to be possible.