No response to query for 3 weeks

I was listed as an Exclusive Customer with Cell C and promised to get better service. I have been asking Cell C if I qualify for an early upgrade on one of my 6 contracts and Hlengiwe promised to let me know as soon as she has spoken to her manager, I have been e-mailing her since 1st December and have had no response. Today I decided to phone the special number for excusive clients and kept getting through to the normal call center, where they tell me that they cant assist I need to phone Cell C Exclusive, which I have been doing. Why does it take so long to give me an answer and why do you give a \special "number to me when they cant even assist. I am getting so fed up with Cell C and am considering moving all 6 my contracts. What is the point of adding customers to an Exclusive package when you don't get the promised service. SO Sick of all the empty promises from Cell C"""