Live Chat not helpful at all.

So on the 28th of January I had no service The only we can chat is via LIve Chat. The people that we 'chat' with have no idea what we are talking about..I tried to explain 3 times to the'chat' that when I check my account it said payment due. My debit order is only due on the 1st of Feb. The person said they can't help it as we are invoiced in the 28th. None the less we did a payment on the 29th. Eventually they realised that they switched off my services and reconnected me. However all the conversations wasted my whole day. Our latest invoice and statement also have not been sent. We were without service for 5 days during January and there is no option to ask for a refund on the days the services were down. They blame everything on Vumatel, however I believe it is there ACCOUNTS/Help/Support/IT division