Poor service delivery

Firstly there was a problem with my line due to some unground fault from October to December I was left with no phone and asked to pay my monthly installments which i will be reimbursed for. To date and after 100 of calls no reimbur*****t l. Now I ordered a data package from the musgrave store.this was 4 weeks ago...still waiting for the the installation. I've been to the store three times. The wait time for assistance is between 1 to 1.5 hours of standing time and when I get to see a consultant, HE IS OF NO USE! please advise why service is so poor. I cannot get these hours of my life back