No Feedback and no upgrade

Hi,<br> I am trying to upgrade 2 contracts. <br> The online chat agent contacted me and tried to help, but due to some system error were not able to complete the upgrade. <br> Herself and her manager were going to look into this problem and contact me back so that we can finalize the upgrade. <br> 10 days later and I have heard nothing back from them yet. <br> Please help.