Months Of Incompetence! Problem still unresolved

On 15 March I sent through an email explaining with screenshots my problem.<br> I received the auto reply that your company is too stupid to be able to manage queries from customers so if I do not receive a response in 24 hours I MUST RESEND THE EMAIL!?!?!<br> <br> I DID THIS SIX TIMES!!!<br> <br> 15 days after I sent my first email, I received a stupid respond which showed that the person did not even read my email and complaint.<br> <br> I responded again and then someone phoned me and I explained my problem and she said that she will create a holiday account for me and will email me once it has been done.<br> <br> I'm not sure if that has been done as yet because she never emailed me, however I am STILL UNABLE TO UPGRADE via the Android app or on the website! <br> <br> Regardless of whether or not I am on a holiday account I should be able to upgrade, yet I am not able to and I have not been assisted by anyone with the competence to realise that this needs to be investigated and resolved and a generic solution will NOT help.<br> <br> The reference number I received is #***