Poor service

My husband and I are both Telkommobile customers. .2days ago I reactivated my BIS, to date I still do not have access to my BIS. My husband called in and was advised by the first consultant it will take a few hours, yesterday he called in again and was advised by another 72hours, this is unacceptable. They refused to refund the money, thus I have a service that I paid for but don't have access to, This morning the blackberry icon appeared for a few seconds then disappear. Please resolve this