Upgrade on existing contract and new contract

Went to Telkom in Kollonade Mall on 19th March. Telkom send an sms to state that we can upgrade on 18th March 2016. On number ***. We did all the necessary documentation. I did phone in about 10 times already, then the saleperson who helped me David said there still waiting for head office feedback. When I enquired again he said that the head office said my number doesnt exist anymore. Its a current account. All our 4 contracts with Telkom are on my husbands name. He worked for Telkom for 31 years, how dissapointing. I cant understand why the hell they take 16 days already now to upgrade an existing number, and the new contract. My husbands id *** 086. Upgrade to J5 Samsung and the new contract is an Huawei Tablet. Our other contract is due for upgrade on the 2nd May. I would rather cancel all our contracts than to struggle like this.