Upgrades n out that easy

The staff at accounts do not know what they are doing i have been in arguments with their staff now for sometime just to upgrade line speed... now i have sent a mail that ask properly about their cybersmart fibre to home... and the second part is to then if it is not available then kindly move it with the current company vumatel and upgrade the line.. the staff do not read their mails because then they would know that i have requested the upgrade... i have comp**** even phoned vumatel to find out how to get it done... for godsakes its just to upgrade a line not take a matric exam and that is apparently so difficult that the pass mark is now 30 right.... no its the same issue i had before fibre where their support staff got me to buy a brand new router only to know that the adsl line was faulty and they argued that i am wrong... no there was no issue before... but clearly as a company grows this is what happens and the staff do not know what to do.... i also do not want normal staff to phone me about this request i do not want to argue with another person that tells me send a mail to info@cybersmart.... i have done that... get the line speed upgraded... end of story and send me the notification when done and check your inbox