Horrible customer service

Customer service or support as they call it is pathetic and clumsy. The consultants don’t seem to understand the system they are using nor how to escalate customer complaints for them to be attended to. I was without a service for about 20 days between 20 October 2021 until I was eventually reconnected on 17 November 2021. The SIM card was found have stopped working (this was confirmed by the consultant when I eventually called to report the connectivity problem. The sim was reissued and when they were supposed to activate it they used the old sim number and we struggled until another consultant noticed and corrected the mistake. They said once connected they will log a refund with billing for the days I was without connection. Surprisingly a R50 refund was loaded and no one can get explain to me how they arrived at this amount as I have gotten a higher discount previously on lower no access days. Every time I have to call them and I get promised that billing will call within 48hrs, it’s almost 2 weeks. I decided not to pay the monthly subscription until this issue is resolved. Where is customer service to resolve my query???