Bad customer support liason

I have been waiting for more than a month for my Fibre installation, I have paid for the service and its been 2 weeks and I have not heard back from them, I called and spoke with a person by the name of Celester in the support department and she refused to give me her Last name for reference purposes, I am disgusted by the professionalism of the this organization, I have been on hold for a manager form almost 1 hour and the keep trying to get me to send an email or they try to arrange a call back, I am still on hold.