Shiitiest customer service EVER

I have been without internet for 2 weeks now. I call Vox daily to try and get a technician to come and sort out the problem as it seems to be my router. Every day I get told someone will contact me shortly to oganise. No one does. I have written to them, I have spent over R500 on airtime trying to get through to customer service. I'm having to buy data, which I shouldn't have to. Still no service. And then they have the audacity to do a debit order on a service they are not providing. The level of incompetence is astounding. I am at my whits end. Do I sue or contact the ombudsman?