Bad service from Telkom Online Service

So me and my husband decided to upgrade his telkom mobile contract I went on the website and did my research and found what will work for us. Then I asked that Telkom phone me we live quite some way away from the nearest Telkom shop and work all week and most weekends. So this should have been a good option to use. They phoned I specifically asked for an upgrade on my existing Telkom contract and the guy on the phone assured me that is what he was doing. He did not do an upgrade he did a new contract. We went to an telkom shop on Sunday and the lady there told me exactly what he did is not what I asked for what horrible service after so many years very upset and it happens apparently according to the lady in the shop a lot to many clients on a daily bassis.