What TELKOM service there is no service!!!!

We do an upgrade online on 27th Jan 2019. On 28 th Jan we received a call from Telkom to confirm the upgrade. 10 Days later and we have not receive the upgrade device or documentation by email or sms that proof that we upgrade online. On the 7th Feb we went to Telkom Cradlestone Mall in Krugersdorp to do the upgrade in store assuming the upgrade was not successful. There we found out the upgrade was done on the 28th Jan 2019. We also fix our address on the system with Cradlestone Mall Telkom because after several attempts on telephone the address was still wrong. On the 11th Feb 2019 we phone Telkom 10213 to find out where is our device witch we upgrade to. They told us the courier service send the parcel back because the address was wrong. The call centre agent promised us she will correct it and resend the parcel to us. On the 14th Feb 2019 when we phone 10213 they couldn't assist because there system was offline. On the 15th Feb 2019 when we phone they informed us the upgrade was cancelled because of the wrong address was given. Not our fault but Telkom fault but they promise that the agent that handled the upgrade in the 1st place will call us to redo the upgrade. Up to today 19th Feb 2019 no one call us, email us or sms us regarding the upgrade. Do you call this service?