Poor service

It's been a week now that I am due for an upgrade. Twice I've requested that a consultant should phone me but I am still waiting for a phone call. But they are quick to phone and talk bull**** to sell something to you. Even with my husband he told them the network doesn't have signal now they want to sell him more data and then he said he wants to cancel the contract then the consultant dropped the phone. When will someone call me regarding my upgrade?