Poor Service following complaint

I upgraded end July with effect from 1 August 2020, it has just been a nightmare. After a month without being able to utilize my line due to the upgrade not being activated, despite several calls and complaints; the matter seems to be resolved following my complaint to the Ombud. Now I realized that that the matter has still not been resolved as my minutes are not allocated per the contract. I appreciate consultants having limited authority to override systems. But when the executive office apologetically e.mails you with an undertaking to resolve an issue one certainly expect some level for resolution. How embarrassing for a company of this stature to be in the hands of such high level of incompetence. I would definitely not be proud to be associated with them. Let's see when I will be able to utilize my phone again...