Poor service tantamount to theft

I lost my brand new contact phone. I immediately phoned to report the ****** device and requested that the simcard be deactivated until I buy a new device. When I bought the new device and requested that they activate it for me, they insisted I upgrade with R99 more! The contract I have with them is barely a year. No one wants to assist me at Telkom. They send me from pillar to post, yet the monthy deduction continues.