Network issues

To anyone at Rain that can comment. I know it is lockdown and you guys have to work safely. My concern is that I have been waiting for weeks for response when I logged a complaint. Nobody calls or contacts me. When I respond on email complaining then something is done and they say it is working and when I check it still is not but I still get charged for the time in concern. Then the call is closed and it is said that all is well when it is not.