Bad upgrade service

Having a contact which was due for upgrade. Initially the consultant said I do not qualify, had to check dialling *123#, and was confirmed that upgrade is due. After several calls, finally got the go ahead to upgrade. Long story short, app**** 2, mind you they say the calls are recorded for quality and security, still waiting. I've been calling to follow up but keep getting a response that the system is down and I should call back. I am really annoyed and disappointed with the service this time.