I’m having a hell of a time with my current ISP (sitting at 18 days now without a connection) and I’m having to bite my tongue every time I’m talking to them (Remember The Human and all that)
Whilst the front line support are nice people and answer the phones quickly they are honestly pretty useless and they never really sound like they know what they’re talking about, also seemingly none of the departments seem particularly good about communicating what’s going on so it’s hard to get a straight and useful answer out of them.
Have you ever lost it with a rep? What happened? and did it ever help push things along?
This is what charge backs are for FYI.
“I’m sorry, but you failed to provide a service. Either give me a full refund or I will start the charge back process with my credit card company and you’ll be forced to explain why your refund policy violates their ToS and any penalties that arise from that process.”
Also, if you can and can do so without overspending, this is why it’s best to use a credit card for all purchases rather than cash or debit. Can’t do a chargeback if you didn’t use a credit card.