Bad service bad service provider

I ve been struggle too get my dispute resolved from MTN Westgate mall for almost 3 months. I logged call with their customer service just to be told I must go to the store.ii was told that my package was captured wrong and the store have to fix it i went to the store the store manager tracked my dispute and told me the consultant made a human ever and that I would be contacting me later that week to date noting from the store and it's almost 2 months.How long does it take to fix a human error.