CELLPHONE UPGRADE - 2 MONTHS NO RESPONSE

On the 6th July, I app**** for a cellphone upgrade on an existing contract. 2 weeks later I had not received a response after sending e-mails, I requested an upgrade but in the event of the upgrade being declined I wanted to cancel my contract. The consultant immediately jumps to ask to confirm the number to be cancelled without providing feedback on whether the contract was approved. Does Telkom not want to retain existing customers? I then escalated to the Branch Manager and she responded with an apology that this was not acceptable, guess what its now almost 2 months later and nothing. No responses to my e-mails, nothing. Should I report this to the seniors for a response, will i even get a response? Neither the service consultant nor branch manager have acknowledged my e-mails. I can assure the response that I will get is that the contract was declined because that would be taking the easy way out and making me shut up. Why didn't they then tell me this 2 months ago. Its like Telkom is pushing customers to move to the likes of Vodacom / MTN. Can someone please tell me what is happening with my contract request.<br>