Promises but no delivery but being charged

Wanted to upgrade my line - I was charged the prorata fee, then days later gota mail to say theres issues with the line. Called in and requested to be downgraded while I check for fibre elsewhere. Was told its a simple sync issue that the lines dept could fix so I was transferred there. This was last Thurs. The guy said I should it should take 2 days and if nothing from Telkom I must call again! I called 3 times since then and still nothing, yet I have been charged for the upgraded line! Sort out my line or refund me and I will go get fibre from Cool Ideas!