Poor customer service

I requested an early upgrade. This was an urgent matter because my phone broke and am without a phone. I keep calling to receive feedback but no one can help me with feedback, I was promised feedback before the close of business on friday, it is now tuesday and havent received any feedback, if i do phone there are *********** people helping me that just ask me to hold and put me through to another department where that *********** person just further puts me on hold for another 40 min or says they will escalate it for someont to call me back and then no one does...this is unacceptable and pathetic!! In a period of 5 days ive been on hold for 3 hours......which company that prides themselfves in their customer service can be proud of that. Im seriously considering another service provider. If there is anyone that reads this that can help me please do. my ref nr for the upgrade is ***