Pathetic Service filled with Lies

I am on a Telkom Mobile LTE contract 7.5GB + 7.5GB with router for 4 months now. I went to Sandton City Telkom Mobile on Saturday, 11 April 2015, to migrate the package to the 10GB + 10GB bundle and their system said I need to pay in R2999. My initial request was made on Wednesday, 8 April 2015. This did not make sense as I was going to a higher package and not lower package. A case was logged. I called Telkom Mobile Call centre and was told that there are no penalties for increasing the package. I called the Sandton City Telkom Mobile Store this morning, 13 April 2015, to inquire about the case and requested the case number. The guy on the phone said to his colleague that no case was logged and asked his colleague what to tell me as I was waiting for the case number. All his colleague said was tell the customer that the system is down. That's what I was told, as he was unaware that I heard the entire conversation whole I was waiting for the case number. Is this the treatment we as customers receive for a service that we have to pay for? It seems no one is able to increase my package and I have run out of options...