Going against the agreement and then providing pathetic customer service

A lady called Tsitsi phoned from Telkom Direct (which I later found out was Sell Direct) and offered to upgrade my data contract. I had mentioned that my mum uses the number and she is in Pietermaritzburg and I am in Pretoria so I would need the device to be delivered to Pietermaritzburg. She said that couldn't be done since I need to sign for the contract but she said that they will load the upgraded data contract on my mum's existing sim card so that she can still continue using her data. I confirmed this and only based on this condition did I agree to upgrade. 2 weeks down the line the device was delivered to me in Pretoria with a new sim card (both of which are still unopened). Tsitsi has said once I get the device I need to phone a number (she gave me 2 numbers) for the activation of the upgrade. I have called several times but to date no one has answered. In the meantime my mum's current sim card became deactivated since 31 October and she could not access her data. I called Telkom customer care and they gave me another number and an email address to activate my account. To date I have neither gotten through to anyone nor received a reply to my email. I then called Telkom again and spoke to Salinda Ngema and Brenda Tshikhudo (Salinda's manager). Instead of assisting me Salinda told me they cannot do anything and I must go to a Telkom store to sort it out. Brenda told me she will email Sell Direct to fetch the device (I told her I want the upgrade cancelled and my mum's existing sim card reactivated) and that she will copy me on the email. It is not a week down the line and neither have I received any email nor had anyone contacted me to fetch the device. This is ABSOLUTELY PATHETIC!!!! My mum is sitting now for over 2 weeks without any data and no one at Telkom is interested in doing anything about it. I want my existing sim card reactivated and the upgraded cancelled! I was also overcharged at the beginning of November for this contract. I want a refund for that and I also want a refund for the amount of time that I have no data for this month.