Worst service and no connection even after several attempts to escalate

I paid our WiFi on 23rd of September was on the 24th September around 16h00 the WiFi had no connectivity. I have been reaching out and they tell me I would get a ticket reference number and be transferred to a consultant but that never happens. Instead only a Nicholas got back to me after 2 hours later and said we did not pay. I sent the payment notification but I have not received a response till now. As a professional who works from home, this is very unprofessional and their lack of response is very inconveniencing and lacks empathy