speak to an agent

Spoke to a customer rep in the Executive office to try and resolve an issues with a mobile device that was not delivered by Fedex as promised.  I have an escalation number and no one has called me back.  I was told that I would hear from someone between 24 and 48 hours, which was at least 48 hours ago.  This service is an absolute disgrace.  I have been charged for a device that I have not received, and it was not signed for by per the delivery instructions to Fedex.  I also received an email from Shane Isabelo, who included in his email message that I should respond to the email - which has a no replay address - are you people kidding?