Non-existent customer service

Since 10 March 2016 I have been backwards and forwards with the "so called" Customer Care department at Netstar to address an issue. To this day I have had no resolution, but I'm still expected to pay my monthly premiums for a service I'm not receiving. My complaint now sits with Nadia Solomon, (who's title is: SNR Manager: Customer Experience) who on 19 April 2016 apologized for the delay and inconvenience caused so far and assured me in writing she would "investigate my matter and will provide me with feedback by close of business on 20 April". How hard can it actually be to stick to your word on this? I have, to date, sent another 5 emails following this up, with no response along with 8 phone calls, where I've not been able to get hold of her. I require Netstar top management to now get involved. I've been a customer of yours for over 10 years and this treatment is absolutely appalling. How do you expect to keep your customers loyal with this kind of Customer Service?