Nedbank greenbacks do not deliver and terrible service

I purchased through greenbacks on 24 November. I have have not received my item to date. I have called in 4 times on my last call I received a new reference no. ********** 1. Each time I have told. 1st call I must wait 14days, thereafter 2nd call I must wait 21 days, on third call I was told that this will be escalated and I would get a call back, and fourth call I was told again that this would be escalated. Three months have passed and nothing from Nedbank greenbacks as yet. How much longer should I wait for feedback and for my item.