Continuous Confusion

Bad experience once again... nothing is ever simple with these guys. I app**** for a line upgrade, takes 2 days to just be assigned to someone, and that's after me phoning in every day. Then it takes another 2 days to actually do the upgrade. Now even before the line speed has increased I'm told that there is an upgrade fee... none of the other 5 people I spoke to before today even mentioned anything about an upgrade fee. Then after speaking to the projects department I find out that there is no such thing as an upgrade fee, just yet more confusion between departments. Now I have an account suspension warning on my profile which I'm told by the projects department I should not worry. I don't think they themselves even know exactly what's going on.