Telkom Mobile customer service agents not helpful and waiting period on the phone is too long

I have a data contract with Telkom Mobile, I want to upgrade my line to the R360 for 80GB December Deal. I called 081180 and it took 18 minutes for my call to be answered and when my call was finally answered the agent transferred me to the sales department and I took 30 Minutes for my call to be answered and the sales agent is telling me that the upgrade cannot be done over the phone I must go to the Telkom Mobile Store however my colleague could upgrade over the phone. Telkom Mobile customer service is very poor and unprofessional.