Poor customer service..

Vuma customer service is poor and talking to a bot is of no help..our service was disconnected on the 2nd November it's been almost 3 weeks.After back and forth sending proof of payment numerous times and pdf and payment notifications to proof that payment went of..first it was said that finance department can't trace the payment etc...from 24 hours to 48 to 72 back to 24 hours of waiting and then they requested bank card details to trace the payment even though payment goes through via debit order.still no wifi and no internet connection. Now they saying that if I cancel I don't get my refund...right now I'm not even bothered with a refund I need internet at home and that's not happening because they not interested in solving my query...