False promise

We have been trying to book a holiday with them for weeks, and they just don't do anything. How can a company take weeks to source accommodation, flights and car rental for a customer who already paid for their useless service over a year ago? Is This company a ****? It takes seconds to get flights online...as well as the rest. Still trying to get some service since we paid ....but perhaps further action is needed here to get this company to do what they are paid to do.