Unsuccessful mobile Upgrade

I'm disappointed in the inefficient service rendered to me by Cresta telkom mobile. I went into the cresta telkom store as I was due for an upgrade on my mobile on 30 November 2019. Seved by Jordan Subaya. He opened my profile and stated that I could not upgrade. There was a technical holdup on my profile which would require the it dept assistance. He said that he escalated the problem. I waited 3 hrs but was not resolved. He stated that he would call me during the week which he never did once issue was resolved. I went bk on Friday 6 Dec to the store. Spoke to another consultant Mr Davis who then escalated it again. He said that it would take 24hrs t resolve. Gave me his email address. However when I did mail him on Saturday he did not reply. What kind of poor work ethic is this? I'm disgusted at the inefficiency of this store. Pls could this be resolved at the earliest. I don't understand why this could nt be resolved within 24hrs.consultants are being paid for their inefficiency.