VOX Telecom

I have been trying to RICA my account for more than 8 months now and to also activate my debit order. My household WIFI coverage is about 6meters only. I'm trying to resolve the issue and I'm being transferred from depart to department. This happens every time I phone. Today I've spend more than one hour on the line without any luck. I was told to phone a Carmen, but when phoning, the voice promp is saying the number has changed and when phoning the new number, it goes to voicemail.