Useless to upgrade they don't understand how to make a simple upgrade

How the do you guys mess up a upgrade on the 12th March I received a call from you guys that you upgrading within the area I was told that my speed could go from 50mbs download and 25 upload to 100mbs download and 50mbs upload. Till today 21 March no upgrade has been done and since Wednesday and *********** person decided to suspend my account yet all payments are up to date how the hell do you guys mess up a simple upgrade you upgrade by suspending an account I've been with you guys for 5 years how the hell than when I call in nobody knows nothing useless you ****ing better fix this