Terrible upgrade service

Am trying to figure out why I still have Telkom as my service provider. I went to get a sim only upgrade in December. I was told it will be done by the 3rd of Jan. Still today nothing. At the very same time am out of contract on both my simcards I Wana upgrade. But the service is totally horrible. Am still not sure if I want to continue with them or just cancel. Besides am struggling with network to pay over a grand a month.