Bad service

Heinrich Schreiber number in question *** . On Monday 19 August we go on line and app**** for upgrade from 4meg t0 the 10 meg line it was approved. The consultant told us it will take 24 to 48 hrs . On 22 August I called 10213 to check what is going on . They told me the order is not captured at relevant department . She going to refer it to manager and it will be resolved by the end of the day. On 23 August I phone again they told me the same story order not captured will be refer to manager and will be resolved before day end . Nothing happend . Today I called again nothing has been done , will this order ever being captured . Who is not doing their work .