1 year and still waiting for an answear

hi my name is sean and I have 2 contracts with cellc when I upgraded my 1 contract last year I was promised a promotion that never existed, seems like it was a printing error but at the time no one picked it up I saw it in a booklet and cellc direct upgrades confirmed it. only after the upgrade was done I noticed it and laid a complaint in the beginning cellc was active and made promises witch never happened until now a year later no one makes effort to call me I have to phone them from time to time and then I just get shuffled around from pillar to post seems like no one knows who should sort it out, so I wonder is it a communication problem internal ? or is cellc so busy looking for other customers that they forget to attend to the existing ones ?