Bulk community department. Supervisor Sherwin I would like to complain against along with that department

I have called almost everyday and I have scheduled 3 appointments and no one has come. There has been reported outages over here and my service goes out everyday and that is no exaggeration. I am on the phone with an agent currently and requested to speak to a supervisor or schedule one. The agent attempted to schedule a callback or to have a supervisor contact me and it was denied since it looks like the service is working on their end. I was given the option to have technician come out for 100$ to which I didn’t want to pay since they originally was going to come out. I said sure anyways, now I am told because my service looks to be working that they can’t schedule someone to come out. The supervisor the agent tried to get me in touch with was named Sherwin who refused to give his employee iD David [Edited: "Personal Information"] Gave his and was as helpful as he could be. David had to have me unplug my router just to schedule a visit. How can I formally complain against this department? There is little to no information on this.