Poor customer service

On the 17 April 2018 we went into the Telkom store in Newcastle to upgrade / take out a new wifi contract as our contract was going to expire at the end of April. The consultant assisted in upgrading the contract. We had signed for the new contract. We had selected the uncapped wifi for R599. 00 p/m. We were advised that on 01 May 2018 the new contract will be effective. When we logged on the Telkom website to check, it was noted the we are still on the old contract. There is no contact details for the Telkom store in Newcastle to do an enquiry. When we called the Telkom services call center (10210) on 02 May 2018 the consultant advised our request was declined. There was no reason provided why it was declined and we were not informed from the 17 April that this request was declined. The consultant advised they will look into the matter with the Newcastle Telkom store. No feedback yet. The existing account has always been paid on time and there has never been any issues with payment. Why was the request declined and why were we not informed . We are paying for services requested and not getting it free from telkom. Does telkom not want us as customers. Do we need to look for another service provider? The service we are currently receiving is very poor. Very dissatisfied client.