Sick of the runaround and the incompetency of your staff

Im very dissapointed and disgusted with the service i have received form the consultant. I did an upgrade over the phone a month ago. One tells me that the phone application was is pending, the next agent tells me that the phone is with the courier company. I then call Courier IT and they tell me the phone was returned to the store on the 15th of January...even after calling Courier it, the consultants still are adamant that the the is with courier IT. I have been given the run around for a month....My question is....Is TELKOM REFUSING MY UPGRADE REQUEST? SHOULD I GO TO ANOTHER SERVICE PROVIDER