We Need The Times, Please

My mother subscribed to the Sunday Times and (allegedly) The Times for our family. After numerous calls from the Subscriptions Department, it made sense to cut out the weekly Sunday trips to the store, and just subscribe. We emailed the Subscription Form on 2 March 2015, and got the first Sunday Times newspaper on the 8th. The problem is: we have NEVER received The Times that is part of the package, despite paying for it in full. This non-delivery has been reported to the call centre, but nothing has been done.