Bad service for a business

About 3 months who weve ordered a Pocket POS from Leslie from the Lambton branch, every week we try to get hold of him, then he's not available, we phone then he's not there if you go into the branch he has so much excuses as to why he haven't received it as yet, in the meantimr we have to show customers the door as we don't have a swiping facility and as that we are losing customers. One would think that if you have a business account you would receive 5 star treatment but for a Pocket POS that should have taken 1 week now takes 3 months and we still don't have it. Do we perhaps have to change banks to get the service we require?