PTR Record

I have requested a old PTR record removed and a new PTR record created the guys say its been done. But it has not. They say my domain is not active but if you look on my account the domain is active. This has gone on since the 1st of December i have called the call center 6 or 7 times i have even asked to talk to a supervisor and still nothing has been done. I need this sorted out . I have tried to call the help desk again today and the phone just rings. I need my domain to be parked so i can manage my own webserver.