Horrible customer service

I reported a faulty line in January and was informed that the matter had been escalated. It is now almost 4 months later and after numerous follow ups there is no clear indication of when the matter will be resolved. I keep getting told that it has been escalated over and over again but nothing happens. Worst of all is that there is no problem deducting money from the account every month for something that is not being used. Reference number of the complaint is 1028CRK160118. Natasha Khan ********** 045. 22 Goldman Street Florida