Terrible, false service

After being a client for more then 25 years I have never received worse service then now. Consultant called and gave false info. Now I can not upgrade this year. He phined and promised to resolve the mater. Now they want me to take out another contract on top of the one I have. Been waiting for 3 days for an e mail with proposal to fix the problem. Phoned now and there is no trace of the incident. Was on hold for 10 minutes and then call got cut.. 😡😡😡😡 How am I able to fix this.