Bad service by the Retentions department

I've been waiting for the retentions department to get back to me about my upgrade and no one has responded. I started the process with Neo 3 weeks ago and ended up cancelling because he took his time to get back to me. Then I was assisted by Wenzi who failed to finish my application, it was then taken over by Palesa who has also failed me. This had really made my life a misery because I need the phone for work purposes.