POOR CUSTOMER CARE SERVICE

I have a cell C contract and am due for an upgrade. I went into the Bayside branch on Saturday morning to upgrade. I was told there was a "hold" on my account which needed to be removed in order to process the account and i must come back in 2 hours time. Well it is 4 days later and still no resolving the issue... no one bothers to call you and the store doesnt answer the phone... makes you wonder if this is the kind of service i can expect if I upgrade and renew the contract!