Is this normal that tech support is so slow to resolve an issue

May 18th I had a payment issue, Fizz took my money, but they said they didn't( I have proof from my bank). They said that tech support will solve the problem. It may seem like a little problem, but I had to pay again because they were about to suspend my internet service and I'm broke. Each day that the tech support does not resolve my issue is a day that I've could been out of internet. For the real customers, do you think that I should issue a complaint to Fizz or even the ccts?