My Telkom upgrade is costing me more than I signed up for

I did an upgrade on my Telkom mobile account on 23 June 2018 and requested that two numbers be ported - the original contract number had to become a prepaid number and another prepaid number had to become the contract number. It has been 24 days later and my request has still not been completed. I have visited the Telkom store at The Grove mall three times and the Telkom store in Menlyn mall four times, which takes approximately 2 hours per visit. I have also tried to sort it out with the call centre several times, which takes about 30 minutes until an operator finally takes the call. All I am constantly being told is that they will look into the matter and get back to me, which just is not happening. All I know is that the IT department is handling it at this stage. I am at the point where I want to cancel the upgrade, but I am told that the R698 that I spent on a phone cover and screen protector for the upgraded phone will not be refunded as "it has already been used". Besides the R150 upgrade fee that I apparently also lose in the process, I have to pay a penalty for cancelling the upgrade.

The consultants and managers I have spoken to thus far are Triscot at the one Menlyn branch as well as Elsie Seanokeng, Griselda and George at the other Menlyn branch.