Broken promises again and again

The sales desk for Adsl line is great - in January they sold me an upgrade including an explorer modem etc- -all of which would be delivered in a week! Don't believe it - nothing happens except they debit your account . I have tried the call centre and the chat line numerous times- no response - local branch supervisor is never there and doesnt return calls - Mario is useless ! How come they can't even talk to me?