Contract details not kept

I had app**** for a contract with Telkom mobile online Almost a year ago. To my dismay I have found that the contract had not been uploaded to Telkom's system for me to retrieve in order to supply Samsung with the details for them to repair my phone. I have been given the run around from one phone number to the next and eventually to the Telkom shop. The shop assistant can not help me as there is nothing he can do.