3rd week trying to upgrade my contract

Good day I have been trying to do an upgrade in store since the 2 May 2024 for my *** contract. it refuses to complete my application as It gives an error message to the consultant who has been trying to do the upgrade, she has logged a ticket and escalated numerous times. She has even responded to the request/response that was sent via email to the branch of a picture of the error and STILL nothing has been cleared - Req***

This is really disappointing as I have been a customer for over 20 years, this process is usually quick and easy and i have never experienced such. Could this kindly be resolved ASAP as it's been heading on the 3rd week and there is still no sign of ever having this situation resolved.

Kind regards Ms Merime