Ram in the RAIN

So I have been waiting for my sims to be delivered from the 22rd of june, when I contact Rain I get the same generic message order is waiting to be delivered by ram,When I phoned ram today they told me that the order was sent back to Rain , and was received yesterday by Joseph

But this is what makes me angry ... try asking rain and you get the generic response " the order is with ram and will be delivered in 5 days "

Please can someone tell mee how are we going to sort this out and when am I going to get the sims orderd on the 22rd of last month ( 20 days ago )