Paying for newspaper that i have never received

I called the nespaper last year December to report that i have subscibed to Sunday Times but has not received the paper, I was told that a team leader will contact me, I waited to no avail. I called again on 26 January 2015 and I spoke to a gentlemen called Larry at 12h45 and yet again was promised that the matter will be escalated to the area manager before the end of the day. I waited again to no avail. I then sent an email cancelling subscription and requested that i be reimbursed for all the monies paid. A person by name of Vee Nangepan responded the next day and promised that the matter will be resolved and I should not cancel subscription. I am still waiting for the paper to be delivered even today. I just can't believe that Sunday service can offer such a poor service...... I am so annoyed that I am send from pillar to post....It seems as if customers are not important to the paper....