Does this company have any quality control???

I do not understand how this company stays in business. Everything that needs to be done requires follow-up and more follow-up and then via HelloPeter hopefully some response. Their Whatsapp call-in states "Please note that while package upgrades can be done immediately through us, we are dependent on the infastructure provider and this may cause a short delay in you receiving the upgraded offering." I app**** for upgrade to 10/10 first week of Feb only to be told it can only be done at the end of the month - obviously their communication is wrong. So I requested the change for 1 March. Nothing happened!!. I phoned 17h00 on 1 March and was told it will happen as promised, guaranteed. Nothing happened!! I must be crazy to upgrade and not cancel