Customer Service for who?

How does it take a month to sort out an issue that you guys have messed up on? I placed 2 different orders and your admin team added it together when it wasnt supposed to? I keep calling back myself after every consultants tells me that a manager or the correct team will contact me? I dont quite understand whats the problem? The referrence numbers are: 287 881 93 / 287 888 33.