iStore: Horrible service for online upgrade and migration

My wife app**** for an online upgrade and migration. Email said she will be contacted within 3-5 business days. We started phoning where the matter was “escalated”, but unfortunately no response yet. We phoned again and we’re referred to the online chat service where I have now been transferred twice and still no one has been able to help. The 25th of December will be a month since applying for the upgrade and we are yet to receive any feedback other than “I can’t put you through to anyone that can help. Try the online chat.”