CUSTOMER SERVICE IS SO FRUSTRATING!!

I needed my details to be updated on my Rain profile as my router was not delivered due to the fact that my router was not delivered because my passport expired, i now have a new passport but its now a drag for my new passport to be updated,they have already taken my money and im being told that the matter is being escalated to the relevant department and they will call me back, of which they never even bother. in this day and age which company takes 24 hours to update a customer's details?