No Installation after making payment

I made payment on the 12th of August and was promised that I would be contacted within 5 days to schedule my installation at my new address. Today is the 27th and I am yet to receive a call, sms or email to schedule my installation. Once they have your money they couldn’t care less about the customer. I work from hom as well and this delay has cost me so much money in data costs and airtime. Every time I phone they say it has been escalated but nothing ever happens.