No Customer service interest

I have been trying to upgrade my services for the past 6 months. Sent various emails, tried the online route to no avail. After phoning and being rejected by the first operator I was assisted by calling again. Finally received a reference number 142386. was for 50/50 line uncapped +/- R700 PM. IT WAS SUPPOSED TO TAKE 5-7 business days. When calling to inquire what is going on, no reference number found.