Penalized for previous customer's account, TWO WEEKS waiting already

My boyfriend has been trying for two weeks now to get his connection active. He's being penalized because the previous customer didn't settle their account and so he can't get his account activated. This is unacceptable. How can you work this way, we have then also noticed that for the last two weeks all the staff has been uniquely unhelpful, no new notes on the system, nothing. You want the debit order to be paid but you can't help a new customer with customer service satisfaction even before the first debit