Telkom Mobile incompetence

I am having the worst experience I have ever had with Telkom mobile. I took out a 50gig LTE wifi package which worked well, no issues until it came time to upgrade. I saw the agents to help me but only to be told that my account only started on that day, and so it goes on, every time I ask about this my account starts on that specific day although it has been through it s 21 month period and I am due for an upgrade. The agents have sent emails after emails and have escalated it to several persons without any luck. I do not know who to speak to to resolve this matter. The agent Ray Pillay has been assisting me and has escalated this to I do not know who but even he himself has hit a brick wall. If an Telkom agent cannot get this resolved then how in the hell will I be able to do so. The case number I received is ***2. I have received a sms to say that this case has been resolved but it is still not resolved so how does this work. It is really so frustrating.