LTE Upgrade is impossible with Telkom

I am existing client, with multiple contracts and I have been trying to UPGRADE my current LTE package. I have tried the APP, email, online enquiries and WhatsApp and I get NO responses. I eventually get a hold of a consultant who tells me I need to go into a branch to get this done! How does Telkom expect to retain their loyal clients with such terrible service??? Im at the point where I want to change to another service provider!