Horrible service

Support is horrible! After talking to a consultant last week Tuesday regarding a line upgrade, when calling to follow up everyone acts as if they have never heard about a line upgrade in their lives. They keep insisting that I should try to remember the name of the person I spoke to so they can direct my call to that person as though I am implicating someone of ******. Now they are telling me they will have to investigate. And here I am thinking a line upgrade should be a standard procedure.