Telkom mobile - worst service ever! Online upgrade

I've been a telkom customer since 2014 and this is the first time I've been given horrible customer service. I needed to upgrade my phone so I went to the Pavilion store at the end of March. The Samsung S8 that I wanted was apparently not in stock in any branch and I was asked to do it over the phone or online. If I try over to do it over the phone. The voice prompt under upgrades says my phone is not eligible for an upgrade which is ridiculous as even Telkom smsed me before that to say it is! Upto today it still says that and it obviously hasn't been looked at. I then upgraded via the website. An agent called me a few days later around 6 April and the upgrade was finalised - or so I thought.

The next tues morning, the courier company sends me an sms stating that my parcel cannot be delivered. When phoning them as to the reason why, apparently Telkom had not put my surname on the package and it had to be returned to them and I need to contact them.

From this day onwards its been a hassle for me. Each time I call Telkom mobile, they refer me to another department or ask me to try upgrades department which doesn't allow me to do anything since it still says my phone is NOT eligible for upgrade on the voice prompt, cutting me off. Twice i was told the matter was escalated and I will get a call from an agent soon. Absolutely nothing.

I am so fed up. This is ridiculous. I'm wasting my time which I don't have, running after *********** people that don't know whats happening. Telkom mobile may be the best data provider but the absolute worst service I've ever come across. I still have no feedback and this is over 3 weeks ago.

Extremely unhappy customer