Terrible Service at Telkom

I am absolutely appalled by the service of the upgrades department. It seems as if the staff working for Telkom are not aware of what is going on. I spoke to an employee yesterday (14/12/2020) to get advice about upgrading to the new iPhone. The call was ****led and not clear at all, the person was not professional at all and the call got cut without any call back. I later tried to call 10213 again and struggled to get through for quite some time. Eventually I got through to someone who was willing to assist and sounded very friendly and professional. She advised me that I am able to move to the new phone on a Free Me 3GB even though I was on a 5GB currently. She even offered to assist while we were on the call. I needed to discuss further detail with my wife and so I rather told her I will complete the upgrade online. I logged an upgrade request online today, but it only prompts an agent to call back and that could take up to three days so, I phoned 10213 again. During this call I reached someone in the sales department who explicitly told me I will not be able to pre-order the iPhone 12 on the call and that it is exclusively done online. I tried calling again only to get someone in the upgrades department who stated that it is possible on the call, but that I will not be able to take the 3GB Free Me contract as I only qualify for the 6GB Free Me, but I am finished with my 24 month contract and this does not make sense as I am on month to month and can cancel at anytime? This service is ridiculous and unacceptable. How can every person working for Telkom that I have spoken have different policies and procedures to follow. I have been a loyal customer for quite some time, but situations like this make me wonder what I was thinking.