Telkom shockingly poor service in store and online!!!!

We visited Telkom's Centurion Mall Stores' some three weeks ago. The one next to Dischem, as well as the one next to Game. We managed to change a contract from my name to my daugther's. At the same time she also wanted to do an upgrade. She qualified according to the store, but they did not have the device she wanted so badly, and as was advertised by Telkom. They were also not willing to assist to order the specific device on her behalf. We then went to several other Telkom stores without any luck. They Irene Mall store suggested she order it online. She immediately went online just to be told, she will only qualify for the upgrade on the 12th of September. So the 12th came, and with great excitement she placed her order very early in the morning, after she already had to wait three weeks. She received a a pre-approved message back, telling her an agent will be in contact. It is now almost three days later, and still no call for the agent. We have been very patient with them to now, but it just seems as if they are not in any way bothered to assist us. This is really disappointing as I've been a very good client of theirs for several years. I find this treatment of my daughter unacceptable. This is not the kind of service service I expect from such a big player in the Mobile industry.