Upgrading confirmation apparently false.

On 16th October 2017 I got an email saying my current mobile contract is due an upgrade in a month's time. I did *123# to check eligibility and it confirmed that indeed it is 17th November which is today. Being a previously very satisfied customer from 2014 I have now 5 contracts with telkom, I went to the shop to choose what I would like to get. The guy at the desk told me I can only upgrade in Feb 2018 and not November. I straight away called customer care and was told that it is not Feb but that Nov is correct.

I have called many times and was finally helped by a lady whose name I have on 10213 who gave me a case number which was logged on 6 November.

I went to the college square Bloemfontein branch this morning and was seen to by a fantastic lady that has helped me in the past. She told me that the billing department has not resolved the matter so I cannot upgrade. She is looking into it further and it was escalated but the system just needs an update which hasn't been done since 25 October until now.

As a loyal customer who recommends Telkom mobile to all my friends and family I am deeply upset and I need to get the upgrade before I leave which is next week.

I always really looked forward to the upgrade experience in the past and I want to just get my upgrade now.

Please contact me. I have case numbers and names.