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Marker on account. Unable to upgrade

I have been trying to upgrade my phone which is out of Contract since Monday. Spoken to an agent and have used both the text and online chat several times. I keep being told there is a marker preventing me from upgrading and it is with a "back office" team and to wait. I've waited the 2 days I was initially told and am now being told to wait a further 3 to 5 days. Really diappointing as by the time they sort this out any Black Friday deals will have gone. 

I have now emailed the CEO Lutz Schuler to see if he is willing to get involved.

Gas anybody else come across this?

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