Upgrade taking forever

I have app**** for an upgrade on their website last week, received an sms to say it has been approved but on different package and a consultant will phone me, this was yesterday only. I am still waiting, have phoned them twice today already, and each time they say they are going to escalate the matter and have someone phone me back within the hour. Still waiting...how did the service in this country go to waste so quickly...don't people want business anymore??