Unable to Upgrade due to Telkom account block

Hi, I am currently a Telkom customer and eligible for an upgrade on my mobile contract. I went ito a telkom store on Saturday 08/09/2018. I was told by the consultant that she is unable to process my request due to my security profile being blocked in the past and the failure by an agent to unblock my account. How is this possible! Customers still can't be assisted at your stores, while other service providers have excellent customer care.

I have never been asked security questions in the past so i cannot understand how my account was blocked! I call customer care and was redirected twice to different numbers with nobody able to assist me. Why such bad service telkom? I will be forced to cancel this contract and use another service provider should this account not be upgradeable. Unblock my account.