Poor service and technical expertise

Background: I am an existing client since 2010 and went to the Neotel Menlyn branch to ask for a replacement of my faulty handset . Complaint: Kabelo Molefe aasitem me and advised that the phone must me replaced and the contract must me upgraded. To receive a new hand set. He assured me that I will keep my exisiting number and the current contract will be replaced by new contract. Once all the technical processes were complete I was promises a call. My phone number currently does not exist and both contracts are active. This is not acceptable and I am not receiving any feesback or response.