I want Telkom to answer me now!!

I am tired of having to communicate with Telkom over something as a plain and simple as an UPGRADE! we have being contacting the call center numerous times to request how far our upgrade process is, this caused us being put on hold every time like 10 min are your staff not trained just to work your system?!?! and now today we went to Baywest Mall the one in Port Elizabeth South Africa because as per your call center staff they cannot locate this store! on your SYSTEM! We requested a plain and simple upgrade after doing everything and getting confirmation our new upgrade is done,we get a sms stating our new contact with a new number is active....what new contract? we requested an upgrade!!! now going to the store where their working hours is 8am to 7pm on Sundays they are closed at 5pm!!!!! now I must go back to fix something your *********** staff could not do in the first place do you think I like sitting in your store almost the whole week trying to sort out a upgrade!!! I want something done about this and not just an apology stating how sorry you are because this is plain and simple a very bad service failure to your customers and you need to train your staff better.