Telkom is just terrible

I have upgraded my wifi package online to their uncapped 10mhps, received a sms saying that I was pre aproved and will be contacted shortly. Two weeks later no contact. Phoned and finally got through to find out that nothing was logged on my account. Because this was done online they could not help me and i was informed that there is no one online that can help me. The idea of doing it online was to receive the online deal. I tried it last night again. Received the sms again and still no contact. So how do u have an online service but there is no way to follow up or get the service. So once again Telkom service is absolutely terrible.