ADSL order still not processed

I placed an order for new ADSL line, the sales lady said I can just apply for a normal line and transfer it to ADSL line after installation. The line was installed and everything works perfectly except the people who need to transfer my line to ADSL have not done so for 3 weeks now. Nobody can tell me who these people are or how to get hold of them, I spoke to technicians, went in store waited for 2hours to speak to someone. The only response I get is the order needs to be processed. Please tel me who needs to process my order..