Non-existent Service and Failure to Deliver on Promises

Been waiting for confirmation of an upgrade for 1 week now. I was told within 48 hours. Called New Business again this morning to follow up and the agent confirmed there has been no contact attempts either. The agent promised to escalate it and that I would be contacted soon. Nothing came from that either. I also wanted to change the chosen device and was told I can't. Really non-existent service and total disregard for keeping promises. Are there no quality assurance processes in place? Do you have no regard for customers? Am I just a number to you?