BAD BUSINESS PRACTICE

I am currently on a 10 mbs package and want to move to a smart home supreme package but after a month of calling the call center and going in to the branch at century city, i have yet to find any person that can explain to me why i cannot receive this service. There is complete confusion about what service is available to me. I have also had a fiber cable installed at my home by telkom but that also does not register on the telkom systems.The personal that i have spoken to during this ordeal said that they would contact me but i am still waiting for that call. It looks like telkom has enough business and they do not need more money. The call center personal are also not properly trained when you question them about products they put you on hold and ask some other person. How can Telkom expect to expand their business if people are not willing to assist you. Why advertise something that you can't deliver maybe i should consider another service provider.