NetZero did not receive my external modem but charged me St. Louis, Missouri

could not get internet from the cd that NetZero sent me, so I called and the representative told me that I needed an external modem, so I then say well I don't have that and the representative then says well we can send you one and I asked how much would that be and was told that is was free since I was a new customer I would only have to pay shipping and handling that would be $8.95 and it would be shipped and I should receive it in about 7-10 business days that was on March 12, 2013 and today is April 7,2013 so I call on April 1, 2013 and was told then that it should be arriving but here it is now April 7, 2013 and still no modem but they want me to pay the $8.95 shipping for a product I have not received