Service delivery shocking

Supersonic, a Fibre service provider, I have been ultra careful about keeping up payments, and yet there is a discrepency in my account, However! now that I am bending over Backwards to rectify this problem, the service has been terrible, their billing system seems to be in complete disarray. I have been without internet for three months now and still no effective communication. Throughout this period of confusion, my youngest son lay on his death bead and ultimately passed away. I am no longer interested in speaking to staff members but only the CEO, to resolve this issue.