Hathaway Broadband - Broadband Not replaced with newer version as promised

I have been facing latency issue since last November and I was promised by Hathway network provider that they will replace my older version modem to multi bandwidth type. A case was opened by a representative on ** November ****. Since then, I called them for *-* times about the status but none of the customer care person gave a proper response. I got only false promise. Ticket No: ********W******. They regularly send atleast ** payment notification every month before due date requesting customer to pay the amount but not really want to address customer concern. Worst support by their staffs. It is unacceptable to wait * months for a single service request