Inefficient service from billing team (incorrect billing) ticket logged for 2 week with no consultant allocated

Vox customer service is inefficient and a nightmare to deal with. I have had a ticket logged for 2 weeks on a billing issue that someone in accounts seems to have messed up, by discounting a credit note to a wrong package on a line migration. When I call in, im sent from pillar to post between finance , sales and collections with no resolution. It appears in these two weeks, no one has been allocated my case, despite following up every few days. Now the query is sitting with their collections department as the account has been suspended, and I must "wait" for the collections manager, Kyle, to give me a call only when he/she is available. How does a company function like that?