Telkom's service is UNACCEPTABLE!

As a loyal customer I am very dissapointed in the service I am receiving from Telkom. I have app**** for an upgrade of my exsisting contract. I have called numerous times ,chatted to several consultants and no one could help me at all. I eventually managed to get a hold of someone and he told me to submit the necessary documents so that he can go ahead with the upgrade. I have done so and still nothing, so I tired calling again and mentioned to the consultant the name of the guys who was supposed be helping me do the upgrade, he apparently messaged the guy and said to me that he would call me back. This has been going on since the 17th of April and I was looking to get the April deal. It's almost the end of the month and I mentioned this to a consultant I spoke to yesterday and he 'assured' me that the guy doing my upgrade would not want to miss out on this sale and that he will most definately call me back... I'm still waiting Today a lady said to me she cannot help me and gave me another number to call, I've waited hours when calling their call centres in general and I still havent received any help. I understand the situation of the lockdown but if it was not possible to do the upgrade in the first place they should have let me know from the beginning. At the end of the day we need Telkom and they need us too, especially with being at home and trying to work etc. We need the service... so if they cannot provide us with a helpful service what do we do? Where do I go from here? Its pathetic honestly.