Online Upgrade complete and No response or call back

I complete an online upgrade on Black Friday and received an SMS saying it has been pre approved and an agent will contact me. Its a week later with NO contact .I have also spent over three hours on the phone trying to get through to the right division that does not answer there phone. When I speak to a different division they merely can not help and tell you to call a different no. Telkom Service is the worst I have ever experienced in the Mobile Industry and would not recommend to any one that they use Telkom Mobile.