Contract upgrade issue

I have had a telkom contract for 3 years and 1 month, telkom still debits my account monthly for minutes and data. I app**** for an upgrade 3 weeks ago and telkom says my application is still under review. I have a valid work permit and I am permanently employed so I am wondering what the issue is. I am tired of calling and being told they have escalated it to the head office, but I have not received a response to date.