***** case taking too long to sort out

Its been 3 weeks since I reported that someone upgraded my contract **********ly in store, not sure how this is possible in the first place as you have to have proof of ID etc. There is no direct line I can phone I have to go through the call centre which can't help me, I get an sms once a week to say they are stll investigating. This is really not good enough, it is really not my problem that this has happened and I don't see why this should keep me from upgrading my contract. 3 weeks should be plenty of time to get to the bottom of this and the fact that no one keeps me updated is extremely frustrating!!