Samsung s4 contract that has expired on 16 Februar

I took out a contract on 17 February 2014 which would then expire on midnight 16 February 2016 after 24 months. Through an error on telkom side my contract was cancelled and reinstated in August 2014 for the very same device. I asked them at the time about what would happen for when I wanted to upgrade...I was told ...no problem....speak to us closer to the time and we will resolve....ok fine. So since December 2015 I have been going to the Galleria outlet and spoken to them...They have logged it with their back office....back office doesn't understand n says that I would have to pay a penalty as the contract still has 6 months to run and I can only get an upgrade in May 2016. I phoned the call centre and spoke to a Zakira and she finally understood the problem and logged a new case and asked me to take the original contract get them to copy and send to their billing department. ...did this and still no response from telkom. ...I'm so upset n frustrated with this poor service from them..n need this resolved ASAP as my contract has now expired and telkom is in breach thereof..