KPN router doesnt arrive, and I have requested for 3 times

I made a subscription at 8th September, and the staff told me, I could access to the internet around 15th Sep, and they will send me the modem set within a few days and I will then receive the email and sms for tracking. 

Unfortunately, I didnt receive any thing, and I went to the store again to request the modem. The staff there told me, they will resend me again and I will be informed by offering a tracking number in PostNL.

Again!, I didnt hear any thing. And I then called the customer service, they told me I didnt request any modem set at that moment, which really made me annoyed! How it can be so irresponsible to the customers. And then they said they will request for the modem for me, and I will receive the emails and SMS,

Again, there is no message sending to me.