Upgrade giving me hell

I recently was approached by a Telkom agent from selldirect Marketing to upgrade my current contract where I paid R99 for a 5gig data anytime to a smart oneRate for 139 with a Huawei router, however after the device was delivered and new sim card activated I am still getting the old product of 5 gig data and I am expected to pay the new rate.

I called the call centre and spoke to Sandra Mnisi and after understanding my issue she adviced that an email be sent by selldirect to her supervisor Tony Venter who will after receipt of the email load the correct service. An email was subsequently sent to Tony, however he did nothing instead refused to speak to me when I called more than twice and tried to reach him via other call centre agents, they would just hang up. I then wrote an email to Tony hoping he would reply but he did not. I was adviced by the agent from selldirect to go to one of the Telkom outlets to get the issue logged and also receive a reference, however when I got to the branch at Northgate the agent told me she could not assist and referred me to the same call centre where I am getting no help and more frustration. Telkom should have a better approach to assisting clients and not expose us to agents that are sitting somewhere not addressing our issues, rather laughing at us and hanging up the phone when they have ran out of lies.

I regret renewing my contract and if I don't get the help I deserve I will withhold payment until such a time the issue is resolved. Why do we have to liaise between Telkom and their Partner Selldirect why can't they have an efficient communication and find ways to resolve client issues without involving the client and thereby exposing their inefficiencies and unprofessional business practice.