Frustrated

I have confirmed an online mobile upgrade with Telkom on 30 January 2025. On Saturday 1 February, I received a text message indicating that the upgrade has been approved. On February 3, there were e-mails and calls back and forth to obtain bank statements, ID copies, and my payslip. The credit vetting confirmed that the upgrade has been approved and the website indicated that the order is pending on February 5. I have again sent an e-mail and was notified that the order is pending due to a discrepancy with credit vetting. I again called yesterday only to learn that Telkom has issued the order as a new contract and not an upgrade as per the reference. This have now delayed the entire process and Telkom is not forthcoming with information. This is very frustrating as I have been a client for over 10 years and need this handset.