Bad service and no action!!!

I haven't had access to my wifi for four months now. I put in an application to move my line since February but they haven't acted till this day. Now they expect me to pay for wifi I had no access to. I’ve put in 3 applications to have my WiFi line moved since February and still no effect despite my multiple visits to the store and numerous phone calls. Online agents keep referring me to a number that leaves me on hold for 40 minutes or so every time I try calling. I also logged multiple calls in-store and they are meant to call within 30 minutes but I haven't received a call each time.

I’ve had to time purchase a WiFi modem just to have access to alternative internet. I’m extremely disappointed in the service provided.

Please advise on the way forward.