Impossible Upgrade

I received an sms that an agent will phone me for an upgrade. I sent an email a week later enquiring when. An agent phoned. I requested a call back. The agent phoned the next day. I was still assessing my options as they did not want to offer me the phone I wanted. I have since requested a callback from the same agent or department as I want to upgrade. However 12 e-mails later, 3 online chats and countless phone calls, I still cant seem to get the msg. across that I want the agent to phone me again. You get a standard reply to phone this or that number ( even when you inform them you have tried and was unsuccessful) Or you get told to go to a store ( even after you tell them that you where the ones that phoned me first for an upgrade and I don't have time to go to a store) So Please I don't want to phone, because non of the numbers you give helps me to get to the department that phoned me for the upgrade, I don't want to email, because in your replies I can read you don't even read what I ask you because you just send copy and paste replies. I just want to agent to phone me so I can complete whatever process she started for the upgrade. It cant possibly be this hard.