Cancel or upgarde... Poor service

I saw a promotion on the Broadsheet and contacted Telkom as I am due for an upgrade and wanted this deal. The 1st time I contacted them the lady was very helpful and wanted to process the application but I asked her to hole on as I wanted to go to the branch. I went to the branch and they did not have stock so I called back and wanted to proceed with the upgrade online. This time, the lady I spoke to did not have the "deal code" and only had availability of the phone on the most expensive contract... how this is possible, I don't know.... anyway I managed to get the deal on the promo advertised but she said that she would process the upgrade and I will get an sms once it has been processed. I still have not received the notification so this leaves me wondering if they actually take business seriously as almost every encounter has been a bad one.