Upgrade nightmare

We took out two cellphone contracts with Telkom Mobile about six years ago. I added another contract in February 2014. We recently upgraded our first two contracts. When dialing *123# from your Telkom Mobile number it gives you the due date for your next upgrade. When dialing the number we receive the message that we can upgrade this contact on 6 November 2017. I app**** for the upgrade over the internet and we received a message that the upgrade was successful. When we did not hear from Telkom we went to the Telkom store in Kolonnade Retail Park where the man told us that the upgrade cannot be done because the contract must reach a certain period. I told him that according to my calculations and my Telkom app we are within the upgrade period. He told me to phone Telkom Business, which we did. The lady told me over the phone that there was a merge done on my contract in April 2016. I told her that we did not change anything since the day we upgraded this contract in February 2016. She told me that she will trace the call and phone me back. I received an sms on Saturday that the issue was resolved and that I must phone them. I once again phoned Telkom Business and spoke to another lady. She said that they needed the contract from the Telkom store in order to help me. I told her that I only received the receipt for R100 I had to pay and that I received a receipt for the phone we received. She asked me to go the the store and requested the contract. So once again I went to the Telkom store and waited about 1 hour to be served by such an unfriendly lady. Her response was that the customer call agents do not know ho to log a case and that is the reason why the call center agent sent me back to the store. For about a week I am struggling to upgrade my phone. We have all the sms's sent to us as well as the screen shot from the internet that I am due for an upgrade. Every time I speak to somebody at Telkom, I hear a different story and that is starting to get very suspicious. The lady at the store logged a case, for what it's worth, again and told me I must wait for someone to phone me. I also cannot cancel this contract because the one system shows that I can only cancel the contract at the end of January, while the other system (Telkom mobile) shows that I can cancel the contract at the beginning of December. Can I please get somebody with enough knowledge to phone me back from Telkom in order to sort this issue out.