How do you get service at Vox?

How does one get assistance at VOX? We called in on the 14 DEC for simswap. Were assured that it would be delivered by 18th DEC. No, we may not collect. !*th no simcard. Called the following Monday. It will be delivered today. Of course not!! Called on Tuesday. It will be delivered today. HA ha ha! SO we have no comms over our holiday (Remind me - we PAID for this). I called again yesterday - maybe we need to call a year in advance cause apparently their service is ****. I have been pushed from pillar to post. They will enquire about what happened to it. I don't care what happened to it. I don't have it and just maybe you could send me, your customer, another one??? I called again today. Another run-around! They will transfer me to Stores, or switchboard... or just nothing. Where is management??