Terrible service

I called telkom to upgrade 2 of my mobile contracts as they were both due for an upgrade, i was given an order number and told that i will receive a sms within 7 working days as confirmation till this day i have not received any sms from telkom and everytime i call they hang up the phone or i get told that the upgrade is stuck with credit vetting and they will escalate to management and will receive a call. the service from telkom is absolutely poor and agents have no idea whats going on and hardly know their own processes.