Afrihost has not responded

I am poorly dissapointed by Afrihosts service the past 8days. I had to follow up with them to find out why i did not have any connection after waiting 48business hours. After being told that it was due to Telkom not replacing ADSL lines i have to opt for LTE. Afrihost informed me that they are unable to assist me with doing so after i have told them i have spent over R500 on data due to not having any Internet connection and was told i can only opt for the package online which meant i had to spend more money on data after my payment for ADSL was already made for November. I was promised by a Manager named Pravashni that i would get assistance 2019.11.28 at 12h40 to assist with opting for LTE and to date 2019.11.29 10am no one has contacted me. After being a dedicated client for more than 6 years and paying my accounts on time is this how we are treated when Telkom disconnects clients from ADSL?