What upgrade?!!

We needed to upgrade from our present line to a 200/200 Mps upload and download speed. The person in the connecting department we spoke to on Thursday said it could take up to 5 working days but, in reality, never took that many. This is the fifth day, we haven't received the upgrade and, although we have logged several tickets, written many emails and called countless times, no one knows why and no one can say when we'll finally be upgraded. It feels like we're having to beg and plead for something we'll be paying a lot for each month!