Upgrade request cancelled

I app**** for an Upgrade telephonically, was sent a quotation, accepted and e mailed it back on 21 March 2016, whereafter I received a confirmation with a reference number. Not having heard anything further or received anything, I phoned this morning 7 April 2016 only to be told that my upgrade had not been processed and the quotation had expired. I was told that I now have to start the entire process again as they cannot resuscitate the original quotation or upgrade request. I find this unacceptable and un-user friendly service at best.