Upgrade

I received a call a few days ago stating that one of my numbers is due for an upgrade, the agent tried to conclude a deal buy for some odd reason was unable to load the deal on my account, I then said it’s ok I’ll do it online, I tried but couldn’t get it right. I then called to the online dept and they tried, they also couldn’t get it right and said they’ll escalate it to back end , it’s been days since that happened.