ADSL V SLOW

I changed my ADSL line speed from a 2 meg line uncapped to a 10 meg capped line,it took 2 weeks to be changed as there was going to be a line upgrade from Telkom,after the 10 meg line was installed i couldn't connect for 2 days and whenever i tried to call customer service i had to wait for a long time to be responded to so i could just drop the call as i didn't want to incur a lot of costs on my telephone,so on the 24th of Feb i was patient so i waited in line to be helped,my call was answered after a while by Shaun the consultant,we spent over half an hour on the phone and nothing was resolved,so i asked him if he can call me back because i am incurring a lot of costs on my phone and he said he would call back but he never did, i then sent an email to the Accounts department on the 25th of Feb at 09