Non existing service

My phone has not had a software upgrade since March 2019, and this is a bit concerning for me as I use to get them regularly. At the end of August i sent the help desk an enquiry regarding this and right away a gentleman by the name of Paul sent an email back asking certain questions which I answered. He then asked the help team to please assist me with this matter and sadly this is where it stopped. On 02 September 2019 I sent a follow up email which was ignored and the at the end of September another one which is yet to be answered. What do I have to do to get some assistance from them