Telkom's systems are so horrible that they dont even have details of their own customers

I am so disappointed with telkom as a service provider. I truly believe that if you are willing to continue with your business relationship with a business, the least that can be done by the service provider it to take you seriously and value the relationship you have with them. In 2018, I subscribed for an 24 month ADSL contract with Telkom. Our neighbourhood was fibre ready by December 2018 of which I subscribed for a 12 month contract with Telkom (via Vumatel Infrastructure). I cancelled my ADSL contract as I upgraded to a higher package of Fibre to home. Here is my problem. I have been paying my account ever since and it is now the time for me to upgrade and subscribe for another 12 month contract with Telkom. I have never ever heard of anything like this in my entire life, Tekom does not know that I am their customer. They can not find anywhere on their records that I am an active subscriber, every month they are debuting my account but no one can give me at least an account number s1o that I can renew my contract. They cannot even give me an account number let alone a statement to show that I am an active subscriber. Telkom does not know of my existence or any existing business relations with them. I called vumatel in frustration and vumatel can confirm that they are indeed providing a service through telkom to my home and they can see that my fibre line is active and in current status. On the other hand, the company that I am paying every month dont know that I am their customer and would not even even assist me to give me at least an account number so that I can continue with my business relations with them or not. I am so frustrated because my router is old and I want a new router but I won't be able to renew my contract with telkom because telkom does not have its house in order. I cancelled my debit order then my credit rating will be affected cause Telkom will claim my payment bounced. I am so frustrated with this company and no wonder it is at the state it is in right now. If they even dont know who their loyal customers are, then there is no hope for this company. I am just wondering what kind of systems do they have in place cause the first thing any serious company would love to protect its existing customer base and if they dont even know their customers then you can imagine what happening with other technical queries the customers have with this organisation. I would still love to continue my service with them provided someone just stand up and do something about these challenges we encounter with this organisation.