Rain bad and rude service over no connection

We have been stuggling with our router since this last weekend. No signal. Our account is paid up to date. My wife called this morning to check why our we having problems. And she was informed that they cant speak to her because she is not the account holder. Account paid. No service. Rude operators. I want them to reimburse me and remove us as a client's. Our money is good enough. But their service is like their product. No exciting