Bad service with no communication

I called in to upgrade on the 18 of August to upgrade my contract, I spoke to a gent by the name of Reginal and I was tole he will call me back the same day to up date me. No contact was made, I then called again on the 19th but was told I could not speak to him and was told that an upgrade can take 72hrs, I then called on the 20th and they busy with a "deal match" I have called everyday after that with no luck. I have now been sitting without a phone for over a week, I called again yesterday and was told that upgrades with deal matches take 7 working days (could they not have communicated this in the beginning. Its now been 7 working day and still NO communication from Reginal. I have lost a lot of business due to this!!! I don't know what more to do!?!?!!!