Disgraceful customer service and refusal to escalate

I am writing this out of pure frustration. I made a payment for my January Wi-Fi on the 19th of December. Despite using the reference number provided, my account has not been credited. I even went to the bank physically to get a Proof of Payment (POP) because my phone was down, only to find the bank’s POP didn't reflect the reference correctly.

Since Monday, I have been calling the call center repeatedly. I have spoken to multiple agents, none of whom have resolved the issue. The most insulting part of this experience is being told that I am not allowed to speak to a manager. I was told it "is not the process" for a customer to speak to management. Instead, I was told they would "give the manager my number" yet I have received no callback.

What kind of business model prevents a manager from speaking to a frustrated customer to resolve a billing error?

Because of TooMuchWifi's internal failures and rigid, unhelpful "processes," I am now forced to spend even more money buying mobile data just to stay connected. Your customer service is non-existent, and your staff seems more interested in following "processes" than actually helping people.

I have paid my money. I have a bank-stamped Proof of Payment. I want my account credited immediately, and I want a formal explanation as to why your management is "too busy" to assist customers.

Customer Details:

Payment Date: 19 December

Reference Used: 25155

Days without service: 8