Additional contract issues instead of upgrade on cellphone line

I recently did an upgrade of my contracts with telkom sell direct and funny thing is the data line upgrade was done fine but the cellphone line instead of upgrade I was issued a new additional contract which I don't understand. To make it worse, when the package arrived. I called them back to enquire about the simcard that was included on the package and response I got was that sometimes clients when they get new phones with upgrades, the old sim card does not work hence they have included the simcard. I was told to wait 7days to see if my old simcard stops working if not then I can continue using it ofwhich it never stolped working and I didn't dnt use the new simcard. I just noticed on my bill on Friday that I now have 3 contracts instead of 2. The other sim card was an additional contract and my phone line was never upgraded. This is so annoying and when I request recordings am told it will take 4-7working days which is same time they will come back to me after listening to the recordings themselves. I find this not right as I don't have trust they won't tamper with the recordings as they havd done the wrong thing with my contract upgrade already.