VERY Bad customer service

I paid my Wi-Fi service mid December for January and I have been sitting without Wi-Fi since the 28th December 2018 we have called like 5 or 7 times and they have still not assisted me or come to sort it out we spoke to the manager at telkom and told them that they must refund us for the days we have not had wifi and he says he has no control we asked them to call the technician to assist us and he responds he does not have control to do that the manager was not helpful. We sitting on the 9th January 2019 and still have no Wi-Fi I am so disappointed