Absolutely terrible service

Absolutely terrible service, staff are *********** and they take you money with out offering a service. I spoke to one of their staff members last week and he said someone will contact me to resolve my query no one has contact me. I call in today, the guy can't even help say's apparently the case is still being worked on and there is no update on the case, he then said he will escalate and I ask if I can speak to whom the case is being escalated and he then says he isn't escalating just sending to the right department and I "just have to wait". This is ******* how can Supersonic take my money with out offering a the service and then make me beg for assistance from *********** staff.