Due for an upgrade, but nobody has contacted me

Truly in a frustrating position. I am due for an upgrade, I received an SMS from Telkom about a month ago or more advising me about my upgrade & that I will receive a call from one of your friendly agents to assist me with an upgrade. Till today I still have not received an upgrade. Last week I received another SMS stating the following:<br> Dear customer, you may have noticed that your bill has been higher than usual. This is because your value added services/contract reverted to the normal price as your 24 month promotional offer has expired. As a valued customer, Telkom will credit you and an agent will contact you to discuss upgrade options in order to avoid this happening in future.<br> This is really frustrating that I am now paying close to R600 a month because nobody called me to advise me about an upgrade, like they use to in the previous years. I don't have the time or opportunity to go into any store to get an upgrade.<br> I have made numerous calls to Telkom, been transferred from pillar to post and even been hung up on, especially the 021 number which I spoke to a lady by the name of Salna who hung up on me. Is this an acceptable way to treat the most valued customer?