No feedback and no clear resolution

I have been trying to upgrade my fibre connection from 10 meg capped to 20meg uncapped. This has been going on since the 24-12-2018. I went to the Telkom customer care in Centurion Mall created the order, but the order could not be completed as they could not get clearance. The consultant would log a query and get back to me. No response. On the 04/01/2019 I phoned the call center for an update and was informed I needed to pay R207 for the order to be released, they did not know why I needed to make this payment and referred me to the account dept. Account could not find any payment due by me. On the 06-01-2019 I visited the Telkom customer care in Menlin to follow up on the order. I was informed the order is released and is being processed. On the 10-01-2019 I placed a order online to see if this would be processed quicker, was contacted by a consultant and informed the order will be processed in 2 days. On 13-01-2019 went back to Centurion customer care , was informed the order is still pending. Payed the R207 and provided proof of payment. But the agent helping me was out on lunch, the commitment from his side was to contact me as soon as he has resolved the problem. This should be a soft upgrade , but being sent from pillar to post with nobody giving straight answers.