Always escalating- never resolving

We have been contacting Telkom in regards with an Upgrade since beginning of July 2020. Today is the 15th of August 2020. Everytime you get a new case number, and being told that they have escalated the problem. This is very frustrating. We only want to do a normal upgrade- but seems to be a very big issue for Telkom?? We took out a cellphone contract 15 August 2018- and first payment was made end September 2018. Telkom says that we will be able to upgrade every 22 months, that makes it June 2020. But for some unknown reason their system says we can only upgrade November 2020. We constantly have to phone in to find out what is going on, as the employees in store does not know what to do, and they tell us to phone customer care. We stay on the line for 45 -60 minutes before talking to a agent.

We only want to find out why is it showing November 2020 instead of June 2020

Can this really be so DIFFICULT as Telkom is one of the biggest communication companies in SA, and they are never able to assist?