On-Line Department - NO SERVICE BEING RECEIVED!!!!!!!!!

My husband took out a Telkom cellphone contract for my son 2 years ago. The contract is up for renewal, so on the 21st of April they went into the Telkom Eastgate branch to apply for an early upgrade. The phone they were interested in wasn't available in store, so they were advised by the consultant that they needed to apply on-line, which they did there & then in the store. It is now almost 7 weeks later and we are no closer in finding out what the status of the order is. We keep phoning the 10213 sales call centre @ least 3 to 4 times a week. When we get through to a consultant, they transfer us to the upgrade / renewal department who then inform us that they will get someone from the on-line department to call us BUT WE NEVER RECEIVE A PHONE CALL!! We have also resorted to sending emails to follow-up, but we just get an automated response saying that someone will contact us, but no-one ever does!! Our son is a student, who is living away from home in Pretoria and desperately needs a new phone, as the old handset he got with his initial contact is not charging properly, so his phone will say that it's 80% charged, but within 5 minutes, it's down to 1% or just dies on him. It is really not safe for him to be away from home with an unreliable device, what if he was in some sort of situation or he needed to get hold of us in an emergency, he can't do so!!!!! We are sick & tired of being passed from pillar to post with NO RESOLUTION. My husband works for a corporate & this constant follow-up is taking a lot of time out of his week to do. I have even resorted to following up, but I get told that I'm not the account holder, so they can't give me any information! Even though I've told them that all I'm doing is following up on the order, I'm not wanting to order something new!! I honestly don't know how the on-line department operates. We've asked for a direct contact number every time we've phoned the 10213 number but they tell us that they need to send an email to the On-line department, who will contact us, as they don't have a telephone number for us to phone!!! How does any business operate without a contact number for specific departments?? I cannot believe that it's been 7 weeks & we're no closer to getting this resolved. Can you please assist us in trying to get an answer from Telkom. The order we placed was for a FREEME 1G - incl. iPhone 8 256gig for R400 per month.