Failure to do what your promise

Good day

I app**** for internet and was approved and in the 25th I got a welcome sms on my phone.

Today I try and do a follow-up and I'm told I cancelled the applications which I never did and no one bothered to communicate same with me.

When I called the sales department they referred me to the technical department and I was referred back to sale where I spoke to a supervisor by the name of lucky who promised to call me back in 5 mins. It's now over 2 hours with no answer.

Is this a service you provide to all your clients as what you sell on TV and reality is not the same.