Poor communication

Good day, I did an upgrade online on the 2nd of February the last communication received was on the 4th via sms. I've called numerous times try to get an update with regards to the upgrade but I've been on hold everytime for more than 40mins when I do get through the line cuts and the call center agents can't assist because I have to deal directly with the upgrade department. I would really appreciate it if you could please improve on your communication I now don't know if the upgrade is approved or on delivery or if you still need documents as per the agent the upgrade is still open