Poor poor sevice delivery

Poor poor service delivery. It's over a month since I bought the items through an online with the company with an agreement to be deliver on the 22 November 2024. Today I have not received the items. During follow-up, it was mentioned that it will be delivered for an extra payment. After a follow -up with an indication that I have already made payment, the service provider whereby they have never came with feedback thus far. Not sure if this is a **** or what?