Upgrade difficulty

I've been trying to upgrade my contract for the past 2 weeks and have received no feedback. The least message was that it was being vetted. Tried to contact on Twitter but haven't heard back. Tried phoning several times but either hung up after 1-2 hours of waiting on hold or call was dropped. The fact that I have to beg and resort to posting here to try and get answers is atrocious. Please could someone contact me to resolve this??