Bad service and refund request

I am writing to formally request a refund for the period during which I was without internet access. The delay in resolving the issue was already disruptive, forcing me to return to the office due to the lack of Wi-Fi at home. Additionally, I would like to address a customer service concern regarding my interaction with one of your consultants, Sarah M. Unfortunately, I found her approach to be dismissive and lacking empathy. She repeatedly ignored my inquiries and eventually transferred me to an unknown department without providing clarification. In contrast, Ntombikayise, from the same department, was willing to assist me, though she did not have access to the information regarding when the service was restored. I am disappointed with the level of service I received and believe that such interactions could result in customer dissatisfaction and potential loss of clients. As someone working in the banking industry, I value professionalism and responsiveness, and based on this experience, I would hesitate to recommend your company to others. I would appreciate a resolution to my refund request and look forward to your response.