Telkom Mobile don't want to upgrade customers

I have app**** for an upgrade on my mobile as well as data package end of Nov 2017. Thereafter I received a call to advise that I need to pay an outstanding amount, which I then did pay beginning of Dec. This is when the endless frustration started. I have been phoning constantly since mid Dec without any luck as to what the status is on my upgrade. No one can give me an answer and I have had probably 20 operators promised to email or SMS me - I have received nothing to date... The last reference nr being ********** . How is this possible? I have always had good service and recommended Telkom Mobile - but this experience broke all of that down. Just tell me if you don't want to upgrade me - I'll go somewhere else!!