Unit loading failure

I have been failing to load units since from the 29th of June, I logged a call on the 3rd of July and I have been calling, they say it has been escalated. I have been without lights and no1 has come through to assist with my problem. Today is the 6th and still no feedback, no communication and technician has arrived. Bad service in this cold weather 😒. I'm paying for these services, its not for free.