Pathetic Support response!!!!

i am still awaiting contact from a support agent since Monday it has been 5 days since i sent in my query and still have not even received any form of correspondence i find it absolutely pathetic that there is no way to contact Rain internet providers other than logging a complain just to be told that i will be contacted within 2 days and i still do not even receive the contact.... what is wrong with my upload speeds they seem dismal at best even tho when i run a speed test it indicates i am getting a 12mbps speed but i am lucky to get at 200kbps am i being throttled or something??