Better to cancel than upgrade - Useless Fools!!!

I requested to do an upgrade with Naydene Emanuel on 01/06/2021. I sent in all relevant documentation like she has asked me to however to date she has not responded to my emails and I have since found out, after calling numerous times that she has cancelled my upgrade, without me requesting this. There could have been a system error, however the agent's responsibility was to call me back and inform me of what is going on. No one has answers as to what is going on and everyone just transfers me to the next person. Naydene refuses to contact me back or reply to my e-mails. I don't know why I bothered doing an upgrade, cancelling seems like the better option.