Unsatisfactory service

Have been trying for 2 days to get hold of MTM call centre to request and early upgrade. I have been to a store, they referred to the MTM retention centre to lift the EPIC in order for me to do an early upgrade (7 days before the time). I have tried calling the call centre, apart from holding on for almost 2 hours they answer, put me on hold and then the call gets cut. after calling back the 3rd time, I was informed that unfortunetley they cannot transfer me to the retention centre as they are on strike and they are unable to give the the rerence nr for the \epic"which was lifted in order to do my upgrade. The staff at the store has also been trying to get assistance from the call centre"