Telkom worse serviced

I have a contract with Telkom and it was due for an upgrade. I accepted the upgrade and asked them if there is any new charges involve and they confirmed NO. I got my statement last month and saw they opened a complete new contract on my name without my permission and i informed them. I was told to go to any store and rectify it but when i get at the store they tell me i need to phone them coz the store can't assist me. I'v been back and forward with this coz they debited double the amount. Last week i received a call from them to tell ne there is an upgrade due and explained again to that consultan and i was told they will get back to me in 24-48 hours but no reply back. I went today into a store again and asked them to check if this new contract is cancelled and i was told again i need to phone the customer care.