Consultant refusing to upgrade my line and paying for a service that's not being delivered. Loss of income due to incompetence.

So one of your consultants finally ****ed me off beyond belief. Thobile, female. Luckily the phone being called off had the recording feature as well. She even mentioned the supervisor that was not on premises apparently an had to email him in order to get him in to discuss anything further. Supervisors name Thapelo. So basically there's staff being unsupervised and literally was not able to upgrade my line due to her. I've been without internet for a month now yet I'm still paying R850 a month. Thobile is a sales consultant by the way. Seems like Telkom really wants to see how far they can test a person's patience. If I do not receive reply shortly, I'm taking the matter further legally. Honestly, paying for a service that is not being provided is theft/***** but the ethics of how a client is treated is pathetic. Before this escalates unnecessarily, try to resolve the issue.