Bad service pay for something i cant use

Telkom sends us a bill every month without fail on time but that is all they do i am paying every month my moms Telkom account and never been behind on anything. but yet we have no internet service that we pay for month after month we have logged numerous complaints and nothing is fixed no technical service and all they say is pay more and get our new service. so are they deliberately not giving us service to sell us a new package deal with a 2 year contract where they still wont deliver but you must pay regardless. I am fed up and even my mom that went in to cancel all services from them was so surprised when they actually did not do as asked and continued sending us a bill as if we did not request it Telkom you are the worst kind of provider the *****ed kind.