Worst Service Ever

I went to telkom in trade route mall to try and upgrade my contract and the consultant at trade route was having system issues and I was told that they could not on the system give me the phone so I asked the lady to reverse the upgrade request as I needed a phone on that day if it was not going to be possible due to their systems issues I would rather not upgrade. Now I get a bill saying I cancelled a contract and telkom is charging me over 3 and a half thousand for their mistakes. I did not receive a phone for an upgrade so what are you charging me for??????