Installation

I made a payment on the 14th of August and they said it will take 1 to 7 days to install till now they have not come to install.....I communicated with thwm on whatsapp they said they are fixing the openserve and theybdontbknow how long it will take for it to be fixed.....They dont bother explaining their customer on what is happening...they just say they dont know. I mean really am the customer and I have already paid and how come they know what is happening?