Bad bad service

This company is pathetic. My grandson app**** for a line thru them. On Tuesday they received the box and was told it would be activated within 24 to 48 hours. Today is Saturday and nothing. I mean really and to top it all you speak to consultants and they keep promising it will be done and nothing. So who do we deal with now cause this is not acceptable and is this how u treat new clients? Not good for business