Too quick to take payments but too busy to deliver

I am having the worst experience ever with the agents on the chat, my router was delivered on Monday in the morning and I am still waiting for someone to contact me for installation. I have been on the chat with multiple agents from Monday and holding for close to 2 hours to get an agent on the line and they just tell me to continue waiting someone will call. The first agent said the wait time is 5 days and today I enquired, and I was told it 14 days, I got so mad and told him to cancel and he just put the cancellation through no attempt to retain me as client or reassure me that i will get help I work from home and I need this ASAP I am battling buying data daily. Agent take 20 minutes to respond to my message while on the chat this is not right you guys need to hire staff if you understaffed.