STILL NOT RESOLVED

lts been 6 days and my query with CellC has still not been resolved I last received feed back on the 5/11/2015 , I have a hand set that I CAN NOT use I'm paying for a contact that I don't even know what it entails i was promised a solution but still have received nothing, I expect this query to be dealt with at the earliest as this is a great inconvienyance. Please can I have higher authority or management contact me with a SOLUTION and not a random call to calm the query down this unacceptable.