Ongoing Unresolved Issue

After 4 weeks of constantly having to follow up with this service provider to give me feedback regarding my missing sim card, I have finally requested to have my money reversed because I have paid for a contract which I haven't been able to use since the sim card is MIA. I have received 4 case numbers already, only one phone call in response, 3 empty promises that people will call me back and no further assistance. If items such as sim cards don't get delivered, surely the courier company advises you the same? If a customer is promised a phone call within 24-48 hours, surely you make a note to call them back? If a customer requests a refund on a proof of payment supp****, and you can see that the number has not been activated even though it was ordered 4 weeks ago, surely it must mean that something is wrong? After having spoken to about 15 different consultants and being transferred from one department to the next, please tell me if there is another number in a hidden directory which I haven't yet called to open the Narnia door to closing this case?