Line upgrade request not processed and no follow-up

I have been a customer of Cool Ideas since October 2017, and until now have been happy with the service. Unfortunately my current experience is frustrating.

26 February: I phoned to request a line upgrade after seeing a package I wanted to switch to. I was told the upgrade would take up to 5 working days, which I accepted.

6 March: My line was still not upgraded (over 8 days later). When I phoned again, I was told the upgrade had never been booked. The agent apologized and said I would receive a follow-up call on Monday.

10 March: After hearing nothing, I logged a support ticket.

12 March: Still no phone call, email, or update. When logging into my account, I can see previous tickets marked as resolved, but the upgrade request remains unresolved.

What should have been a simple upgrade has now taken over two weeks with no resolution or communication.

As a customer of nearly 8 years, this is disappointing especially since I initially called for a package I saw while recommending Cool Ideas to someone else.