Telkom Upgrading Chaos

Telkom have made the process of upgrading complicated and at the end of the day you receive a new contract not an upgrade. I app**** online yesterday for an upgrade and I was contacted by a call centre agent ( ********** ) who ran through my details and gave me info about the package I was moving to. I asked her if this was an upgrade and she said no, my contract had expired so this was a new contract and a new number. When I received my phone and card I must ask to have my number ported. ?? Later in the afternoon, Nicky, phoned me ( ********** ) from Telkom regarding my upgrade. I explained my earlier call and she said that my contract had not expired and was due for upgrade. Can someone explain what is going on? I DON'T want a new number. I WANT an upgrade. What is so hard about this concept? Do your "agents" get more commission from a new contract than an upgrade, so you send this info to your other company first and then your own staff? When I dial the 012 number, the call is cancelled, so I can't even cancel this myself. WHAT NOW, TELKOM?