The worst service ever!!

I am disgusted by the terrible customer service I've received with Supersonic's air Fibre package which stopped working for a month and a half and never worked again, so I switched service providers to stay connected but they refuse to refund me for the time I was disconnected and keep trying to debt my account for over 3000 rand every month for a claw back fee but they provided defective service and I continued to pay regardless thinking they'll just refund me and I'll move on with my life, the thing I am frustrated with the most is everytime I speak to a customer service rep they agree with me and tell me I'll get a refund and they'll stop the claw back but I was just debited today.

I sent this email below with no response and they just proceeded to close the ticket

Ticket # [SST306035] has been closed

Good Afternoon supersonic,

Hope you are well, please see written complaint upon escalation.

I have been dealing with this issue since August 10th 2023, my wifi cut off randomly and I was uncertain what happened, then I decided to contact my service provider Supersonic and asked for assistance from your customer service tech support, which I usually do call when the wifi cuts off like it has before on multiple occasions, usually the wifi would be fixed after speaking to you but on this day I was advised that it was offline and could be a while before it comes back.

I called back again not long after that as it has already been a full 24hrs with no internet, to speak to another agent who told me that the site was vandilized and this is the reason why I have no internet connection with no resolution, but to be told that it will be tended to and there is no real timeframe when this will be resolved.

I then was billed at the end of the month of August the full amount with no internet since the 10th of August also I went the full month of September with no internet to find that I was still billed yet again, so I decided to cancel the service because I was paying for nothing and I got a new service provider.

Now in the present I am being advised to pay a clawback fee but I already am waiting for a refund for the two months of downtime, so I believe it is unacceptable for you to charge me based on the fact that you failed to provide effective service to your customer and I am entitled to a refund as I paid for nothing, also all your equipment was removed from my property still in prestine condition I made sure you got everything back.

So in conclusion I do not owe you any money, you owe me for the two months of downtime and I expect you to own up as I receive defective service and will escalate this issue if my demands are not met as it was not my fault that your wifi stopped working.

Kind regards J.B