Downgrade Telkom!

I have been battling for 2 months to upgrade my Telkom mobile. Second Case Log ***6. Due to their finger print machine offline, my upgrade had to be submitted mannualy. I live 60km from the nearest Telkom store, I have to que for 3 hours with NO RESSULTS!!!! still pending!!!! NOT ONCE have my debit order not gone through, I have been a loyal customer for years, and I battle for a small upgrade!!!! pathetic!!!!