telkom poor service - gateway store

I app**** for an upgrade on my existing land line on 24 December 2017. my upgrade was the 599.00 adsl upgrade. I was told that it takes 15-21 working day to process and installed. my numerous visit to the gateway store and numerous call to 10213 - to day I have not had a response from Telkom. I've been given numerous reference numbers - with no response. They've also changed my existing number with a new number - without informing me. There was an emergency and the security could not get hold of any one on the existing number - they called on my cell and I was out of town. the service at the gateway store is pathetic and the staff not willing to assist. as for the manager - he does not reply to mails. the staff in the store is so unprofessional - wait for hours to be attended to, people being attended to without a number, the person walking the floor to assist with queries is so rude and abrupt.