Rude, unprofessional and no customer service skill

I am due for an upgrade so I requested a call back from Telkom, a consultant called me back and we spent about an hour on the call upgrading my device. Everything was finalized. 2 days later I get a call from Telkom stating I'm due for an upgrade and when I explained that I have already upgraded they told me nothing is reflecting on their system. I logged a call back request online again, they tell me that they waiting for vetting. I called telkom customer services they can't confirm if my phone was upgraded and cannot assist me in any way. Every team leader I spoke to was rude, had no customer service skills and spoke on top of me. 1 team leader by the name of sello told me I can stay on the line if I want to there is nothing he can do, he left me on hold and abandoned the call. No phone received, no confirmation of an upgrade and no one can confirm what is happening. The second company wanted me to still complete the upgrade with them however telkom customer service advised that I will end up with 2 contracts but they cannot confirm if my upgrade is processed or what is happening. No team leader as honored the promise of calling me back or sending me an email.