no feedback or assistance

I have been struggling now for a while to do an early upgrade. They take 3 weeks to respond to your emails, the feedback they send is not even relevant. After every call they take down your details and say the retentions team will be in contact, up to now i have not yet receive a call back from them. I have spend the last 2 days trying to get hold of someone that can assist but as it seems no one is able to assist me. I even went into a branch yesterday... same story ... sorry we cant help!!!