Still no response!!

Good morning. I wrote a report on the poor service at the above mentioned branch on I think the 21st of January and got a response from a Mr David Bailey saying a head office representative will contact me shortly and that was on the 25th of January 2016 yet here we are a week later and still nothing?? I'm really unhappy with my treatment, it's simple. If I can just get my refund then I can get myself a new handset. My life is pretty much standing still without a proper working mobile. Am I going to be forced to seek legal advice or shall I go to the media or something?