Poor Service Delivery... Again

My cellphone crashed on the 08-03-15, it was out of warranty and I was eligible for an upgrade this month of April 2015.I have tried on numerous occasions to get in touch with someone from Telkom with regards to my contract upgrade. I have tried all forms of communication to get a response including the online chat and the call me back, its 21-04-15 and still nobody has contacted me. I even emailed a person *** to tell her what my problem is and if she can assist me. In the interim I consulted the help of the apple istore in eastgate to help me upgrade the telkom contract with them. The istore are having hassles processing the application due to telkom. In the midst of this,I got an email reply two weeks later from *** saying \Apologies for the late response. I have not been able to actively attend to all of my emails of late". I then forward the Order ID that the apple store is awaiting approval on to *** once more"