Pathetic client service for a deal incorrectly loaded

I received a call about a month ago from Mondo offering me a contracted deal with Telkom. I took up the offer on condition that my current line with Telkom be upgraded (as it was due for an upgrade) . I received my new line only to find out that it was added as an additional contract! I immediately contacted Telkom and was advised to contact the sales department to rectify. A "call" was then logged with the sales team as the line kept disconnecting in my attempt to call- ref : Katlego 3/May/2019 15:30. In my attempt to follow up as the SLA is long overdue, I am now told by an agent there is nothing she can do to assist! I have contacted mondo and they advised that i would need to contact the service provider directly to rectify. Sadly I will be liable for the debit as the client yet I specifically made a request. Please get this sorted as soon as possible as i am not at fault in any regard in this matter.