Can someone please respond

I have been trying, for over a week, to write to customer care regarding my upgrade. I am working out of the country and therefore cannot phone them to discuss, or go in to see them. It seems impossible to get a response apart from an automated one that asks for authentication details (which I have provided). I am in a vicious loop that never seems to end and I no longer believe there is a human being tending to queries or questions. Very poor service so far. I hope that this complaint elicits a response to the several desperate emails sent.