Horrible service from the retentions department

Horrible service from the retentions department. I have been calling for my upgrade since July and till to date no success. I have been on the call for more than 2 hours and when you finally reach the person to help you they drop the call or they can’t process your order.. The said part they will say they will ca you back tomorrow for an update (I think it’s a way of cutting your call) because they never call you back..