telkom takes order and then appears to lose order

Phoned 1023 telkom to upgrade land line to special offer received with telephone account in October. When phoning to enquire what happened to phone ordered in upgrade no one knows anything about my order after waiting for 45mins for someone to answer 1023. The person answering eventually says theres nothing she can do so tells me to phone a Cape Town number *** and after another 20 mins they tell me they don't handle this kind of upgrade.