Poor Customer service

The poor customer service is on another level, placed an order last week upon registering i did mention i have an existing line and i just need the service, Consultant advised that would be immediate and the reason why i signed up. this week bee following up with the connection with no luck, no one replies to messages you wait whole day and around 3pm you get a response telling someone will call you with no call or what so ever, Or you get a call but the person assisting you tells you they will get back to you but nothing. Why is it so hard to assist clients a new client and this is what i start with?