Telkom -Sales - Confusion

I have been a customer of Telkom for well over 5 years. In September 2019 I took out a cellphone contract, as an existing client, over and above the fibre contract. Roughly two weeks ago I tried to get another contract (as my fibre and current cell is paid up to date and kept very well) which I thought would be a breeze. Well I was wrong. I struggled firstly for over 3 weeks just to get the order in, then when someone finally helps I get declined!!!!! DECLINED???? How? I have asked that someone call me, I have sent emails and did whatever I could and still NOTHING! Your website does not even given existing clients the option to apply as 'existing customers' because when you "Shop" you get logged out. Why the struggle and troubles?? I want a reason for the decline and not being assisted. And I want my application processed.... yesterday!