Consultants lying about issues being escalated

I have been a client for over 18 years. now i have 1 problem and it cannot be resolved. What makes me angry is that i keep on calling. Every time i call back i get told no issue was logged. They cant even trace who answered my call. surely my details reflects on the system as this is information you provide prior to speaking to someone. I pay for Data but the data its not loaded onto the router. Its already the time for my next payment but i haven't received data. I am not complaining that there is an issue, I am upset that people keep on telling me that its escalated and will be resolved in 3 hours but when I call back after 3hours, mind you I don't get a call back as promised, I get told no issue was logged.