Very disappointed in the department incharge of sending the email and document

My router was ****** Tuesday I called Wednesday they said an agent would call be no one called I tried Thursday they said they'll send an email with a form I need to fill in and send it back with my first payment, the email that was sent had no document attached ,I tried again Friday they resent the same email with no document attached I tried again Saturday the lady told me an agent will be in contact bear in mind I told them we work from home and we need to make the payment and get the new one asap but they are just not doing that I needed to pay last week so they can deliver by this Tuesday but because of their delays I'll have to wait 🤦🏿♂️ but I won't lie the agents are very kind