Query on ADSL line upgrade

Hi I have just called into your call centre as my mum a pensioner advised that the line upgrade we app**** for weeks ago which we told takes about 2 weeks, has still not yet been upgraded. I spent the Latter part of 12 Minutes waiting for someone to pick up the phone, only to be told the line has not been upgraded and i must now call the technical department who will assist me, i then asked for to speak to a team leader and was put on HOLD for 30 odd minutes, I have the recording of this call as all my calls are recorded. Please can someone assist me immediately before I proceed to distribute this recording to all news and media forums.