Useless collection department can't update clients payment

Been trying to upgrade 2 contracts with telkom from the 9th of May!!!! We are unable to because someone in the collections department did not update our payment status and now it says we in arrears!!!! The upgrade deals I want ends tomorrow on the 19th may!!! And till today nobody from telkom could help me???? I've emailed menzi magubame who's supposed to be a manager but no response from him. Over 15 emails sent. There also a call centre agent nthokozo gumede who was very rude and cut the call on me .. call me ***