Worst telecoms company in SA!

I have been told that my upgrade request has been cancelled because i am under debt review, two years ago when i upgraded with them i was still under debt review but the upgrade was approved. how does this make any sense? i asked the lady at telkom Kyalami corner why and all she can say its the system. then i asked her what happens if i keep going with my current contract? she said they will keep deducting money and the contract will go on. so i cant upgrade because i am under debt review. but TELKOM is happy to keep taking money from me and decline a cheaper SIM only contract? please someone tell me how any of this makes sense? i need a person that actually knows whats going on to talk to me and not a computer. absolute worst Company in SA