AM I EVER GOING TO GET A REAL ANSWER

I requested a new contract be added to our company account with relevant documentation last week. The person who i sent the email to responded to say she received the documents and would revert with feedback. I have never received a reference throughout this process. I have emailed the person i dealt with last week who has not rep**** back to any of my emails even just to acknowledge receipt of same and that there has been no change. I have spent all morning on the phone trying to get hold of a person who is able to assist just to be transferred through to a different department each time whilst having to hold for 20 to 30 minutes between calls. I have so far been told that they cannot see anything and to hold and just been cut off. As a business customer urgency or at least feedback is crucial to the running process and wasting a whole morning trying to get hold of someone is pathetic. I just want to know what my reference number is, when the phone will be delivered and what is happening with the conversion of the pre-paid to contract number. Is that really that hard??