Very bad after sales service

Telkom is the worst network when it comes to sorting out an issue, I'm battling to correct an issue that they caused. I've logged a case a week ago, I went into the store for help, spoke to various customer agents with response but to wait and hopefully it will be sorted out. I've taken out a contract 2 years ago and now that I want to upgrade, I was told my contract says its 0 months old and because of this I cant upgrade nor cancel as they dont know if I'll incur a penalty as their system says it's a new contract. Hopefully someone from telkom sees this and I get a response with a resolution. Ref no. ***4