bad customer service - no feedback

I have been trying to upgrade since 27 September. The legal department put a block on my account preventing me from upgrading. Finally on Friday (after a week and a half) I got feedback that it was for another account and the amount was written off. However, they didn't give the amount. They want me to pay the written off amount before they will remove the block. Clearly, they don't know what written off means

I am willing to settle the amount. Patricia from centurion branch emailed them on Friday and today to find out what the amount is. I have yet to receive feedback on that. How can it tale so long to provide feedback? I need to sort this out so i can do the upgrade