Telkom mobile service not up to standard!!!

Struggle to upgrade phones!! I have 2 contracts with Telkom for my children. Mobile talk contact me on 24 October to inform me that I am due for an upgrade on both phones. I only received one of the phones after it was promised that it will take only 5 working days to receive both phones. I cannot get hold of Telkom to find out where the second phone is. The other phone that I received within time is also a problem. I went in to the Kollonade branch to do a sim swap and they referred me back to Telkom mobile to do it, when I contacted Telkom mobile to do the sim swap, they confirmed that I must do it in a branch and confirmed that I only need to take proof of residence and my ID. I went back to Kollonade and they refuse to take my Telkom account as proof of residence!!! so they imply that their data base is not up to standard!! Not in all my dealings, they mentioned that I cannot bring a Telkom account for proof of residence!!! So I need to go BACK AGAIN!!!