Very disappointed

Where do I even start! OK.<br> I've been Telkom's customer for about 4 years and currently have 2 contracts with them, one of these contracts is due for an upgrade.<br> My initial plan was to Upgrade but I was told that I cannot move from a Smart Internet plan to a Smart Voice plan, I then requested for a new contract to be opened, til today I don't know how far Telkom is with the application. I was since told that I will get a call within 24-48 hours, I'm still waiting since 18/12/2015. This application was done at the Sandton City store.<br> <br> So today I went to the Telkom store at Nicolway Shopping Centre to have the contract discontinued, but I was told that they won't be able to help me because I brought my passport and not the green barcode ID. The lady at Sandton City never mentioned this when I was applying for a new contract, or is it a problem only when one is cancelling a contract? It doesn't make sense at all.<br> I just want to know:<br> 1. Why am I not able to upgrade to my preferred plan, if not then why is it called an Upgrade<br> 2. What happened to my application for a new contract.<br> 3. Your employee couldn't help me because apparently you guys require ONLY green barcode ID.