You can upgrade! NOT!

So I get a message saying I am due soon to upgrade... So what exactly does that mean??? I ignore it and carry on with life for a few months. I then apply for an upgrade online and get a pre-approval sms. "Wow, that was fast..." I think to myself. 3 working days later, I have still not had feedback... So now I try get hold of someone in Telkom... What a ****** mission. I sent a online request (for which I still await a copy of my own request) and try calling and do the online chat thing. Online Chat can't help me, I must phone because I app**** online. Next day I get an email stating i am not eligible for an upgrade... ***??? How can I be pre-approved if I am not eligible? I ask that exact question and lose my ish a bit... It is now 2 working days later and I still am not any the wiser on how this process works! I eventually get hold of someone after 75 mins of that awful ditty (and one disconnection) only to be transferred to the exact department that does not answer their damn phones! Because, oh right, she can't help me answer that question either... Oh not to mention that the original sales agent hasn't even bothered to read my email. This is utterly disgraceful that I have to beg for an upgrade date because it's such a state secret as to when my contract upgrades. I have a data line, not a phone-line, how am I supposed to call off my Telkom line? Seriously contemplating disconnecting my entire contract because of false advertising and false hope. Very disappointed Telkom...