Awfully poor service across the board

Did an upgrade in a Telkom store last week, application is successful but they can't give me a new phone because of a security question I failed last year 22 February. The attendant informed me that it should've been cleared after 3 weeks from 22 Feb 2017 but still showing on their system, I have upgraded my one contract last year October and they never mentioned the security question from earlier that year. Called their Head office and every consultant is referring me back to the store whereas the store say they can only help me after 3 weeks, this is after their sales consultants have been hounding me over the past 2 months to upgrade.