Bad and slow response to complaints

since i recieved my simcard it has not been working. First i thought the internet was down and when i complained it took them 2 weeks to answer with a solution. They said it could be that the settings is wrong so i went through it with them and nothing worked. so after 2 weeks someone emails again and said they will send a new simcard. i recieved the simcard and its working perfectly. so it was the simcard. i asked for a refund for the payment for the simcard i didnt use and now two weeks later, 4 emails later no one is coming back to me and its almost time for next debit order. am i suppose to pay for internet i didnt use? Customer service is really really bad. Internet is good though but i want my refund !!!