I ordered and paid rain on the 4th of November

I ordered and paid rain on the 4th of November. 09 days later zero delivery and zero communication. I have followed up with then on Friday, monday and today (Wednesday) all they Agents have to say is they will escalate the matter. This has left a bitter taste in my mouth and im considering changing a provider because if this is how they treat customers before even providing the connection. One only wonders what awaits me