2 weeks later

My ADSL line was downgraded to a telephone line without any instruction from me or any notification from Telkom. In 2 weeks trying to find out why this has happened, I've been on hold for literally 1 hour minimimum at a time being transferred to various departments who always have the same response, \Sorry, we don't deal with this\". Even more upsetting is the fact that Telkom blames Mweb (internet service provider) and vise versa and to this day, after being on the phone for 1 hr 48 minutes, my query is still unresolved but someone will get back to me within 24-48 hours. I also find it quite strange that I receive SMS's from Telkom saying that my query has been resolved and asking me if I would refer my friends and family? Surely they have to be joking, right? Also, how is it possible that Telkom call centre staff can't send confirmation emails to clients and also are not allowed to give department direct numbers and staff members full names? How am I supposed to follow up with e.g. Michelle in Residential Sales if there are so many Michelle's? And another thing, why advise clients calls are being recorded if we are unable to request a copy? "