Worst service from any ISP yet.

So I recently upgraded to a 20mbps line (or rather I've recently paid and have yet to receive my line upgrade). I paid for it on the 28th of November, waited a full week without any upgrade so I call them, they told me the upgrade would come that weekend... It didn't. So after the weekend I call them again, this time they tell me it will come within the next week... Again, it didn't. So now I call them for a 3rd time to ask what the hell is going on, they tell me I need to send them a certified copy of my ID and a proof of residency (something they could've told me when I bought the upgrade). So then I emailed said documents and they reply telling me I need to hand them in in person so they can verify my identity (again, something they could've told me from me the very beginning). By far the most pathetic service I have ever received from any ISP yet. You would think that they would be able to tell you the proper procedures for upgrading your line speed beforehand but apparently they're too *********** to do even that. And did I mention I still haven't received my upgrade after all that? I'm paying for a service I'm not receiving, absolutely pathetic... If I could give 0/5 I would've, they don't even deserve the one star they're getting.