MWeb claiming order completed when it has not been comapleted

oN 21 April I upgraded my fibre package with MWeb after many many years of excellant service with order X*** Two week slater progress shows it has been completed and I have no active orders yet I am stil on my old package. When I try to buy a booster it says I have a pending upgrade. I urgently need the upgraded package to be able to work form home Follow up after follow up merely states it has been escalated . The staff are very helpful and pleasant but that does not resolve the problem and more senior staff appear to be unconcerned