EXTREMELY disappointing service!

I was without service from 01 Nov and even with following up daily, no assistance to get us working. I was billed for November and December as I cancelled the line. I was told that refund requests were logged to Vuma. It is now the 20th of February, I follow up twice a week, speak to multiple different agents. NO results. Still awaiting my refund. Everytime i contact them they start my 10-15 day waiting period from scratch. At this rate, I will probably get the refund by Christmas.

Who is the escalation point, should I call Vumatel directly. I work for an ISP and we refund our clients same week. This is extremely tiring!