Very Poor Communication with Clients

Apart from very frequent interruptions in our internet service, trying to communicate with them is very hard. There is only a WhatsApp number, so if we are without internet, we have to purchase cellphone data from another company and use it to contact them via WhatsApp, which is often a lengthy procedure trying to reach a human being.

Four months after having signed up, there was an increase in the fee. But the very next month, it happened again! When I queried it, an agent confirmed that the second increase was an error. I asked that the extra be refunded to us, and the agent lodged a request. It's now roughly 5 months later, and I sent several e-mails and at least 3 times an agent requested it formally for us, but still every month the full amount gets deducted from my bank account.

A while later we were without internet for eleven days, and I really think that we are eligible for a refund for that period (not taking into account all the lesser interruptions, lasting from several hours up to a full day, and extra cost incurred in order to contact them during outages), so I repeatedly requested that. Via WhatsApp and also via their 'Live Chat'. Once an agent promised to find out something, and then just did not return to the chat (and the message appeared that the chat was terminated because apparently I hadn't responded!). But on three occasions an agent formally lodged the refund request, which I combined with the first (erroneous deduction). When logging in to my account, the note re. my request (for several months now) is just marked as "being processed" ... But NO progress is made. They (I guess it's their accounts department) act though they're deaf and blind.

We're definitely looking to find another ISP, one that is trustworthy and actually willing to communicate with their clients.