Telkom mobile nightmare

My husband and I have been with Telkom / 8ta for four years now , it hasn't been a pleasant journey however we are still with them . We are now de for an upgrade and gone in and filled in all documents . Consultant calls us in to sign as all is in order , we get to the shop only to be told that my husbands Id number is picking up as invalid and I will have to wait for another day , its been 3 days already that has passed , not a single phone call or sms to inform me as to what is going on . The number that they have given me to contact them rings continuously and you can never reach them . What is going on ? We are paying for these services you provide , it isn't for free !!!! I am not asking for a free cell phone. I am tired of Telkom now . They are pathetic.