Unable to upgrade

My experience has been extremely frustrating. I carried a balance of R129, 95 for 2 years which I wasn't aware of. Yet, in those 2 yrs, I paid Telkom R548pm. I received a few notices from Telkom acknowledging me as a " loyal customer. " From the beginning of December, I visited the Telkom Branch in Chatsworth Centre about 5 times. The payment of the R129, 95 was a nightmare. There's a process to be followed to pay this amount. I got my son from Jhb to pay the said amount on the 3 Jan. I showed the salesman proof of my payment. Still not good enough. Wait for 5-7 days for the amount to reflect on Telkom's account. At 10:42 last Wednesday., I received a message from Telkom : "Case no ***8 is resolved." I thought, at last. I felt elated. I foned Telkom and went to the Branch to upgrade my cellphone. Here we go again. My problem was partially resolved. Another waiting period. Telkom will get back to me. I'm still waiting. I'll want to give Telkom a ZERO for service if that was possible here. I paid my outstanding amout on the 3 Jan. Still not resolved. What pathetic service. I think I need to seek divine intervention as a last resort. V. Muruvan. (I'm a pensioner, 74 yrs old)