Telkom Mobiles - incorrect system info re Upgrade

I went to the Telkom store in Nicolway on the 4th of August 2015 to do an upgrade . I was told by Mpho that my upgrade was only due in 2016 , as asked her to check her records as this information is incorrect , I upgraded in October 2013 so this does not make sense . She called the call centre and indeed my upgrade was due, however the system needed to be rectified before this was done. I have called the store on various occasions asking for feedback but the response is always the system is down . I called again yesterday and requested that the manager give me a call - no call yet. Should I be cancelling my contact and go to another service provider that wants to do business . My case reference number is ***4 .