I'm lost

I'm really confuse on how telkom do business really it's like they are untouchable..... I went for a upgrade but I must wait 72 hours when both my contracts are up to date regarding me paying them and now they telling me this... They sent me a sms to tell me of the upgrade I go in store they told me that my acoount is in back office meaning like what man? I had no problem with the consultant who helped me he was very professional and I know it's out of his hands but no man this is not on? What do I do cause even canceling your contract is a major nightmare aswell this is day light ******* and not nice service when is telkom going to gear up even there internet gives you problems all the time.....