Disgusting service from Telkom

2 weeks ago I did a ADSL upgrade from a 4mb line to a 10mb line. The lady calls me and processes everything and all seemed well. Soon to know the lady did not process it correctly and I had to call the centre several times (pathetic by the way, waiting longer than 15 minutes to speak to someone???) to ask for progress regarding my internet. One person tells me one story then the next operator tells me another story. Then my internet goes down for 5 days, because they were busy upgrading my line. Today i called and apparently they cancelled my 10mb line and switched me back to a 4mb. I gave them no authority to cancel my line? who and why did they do that? I am highly frustrated with this bad service. Sorry but this is unacceptable. And I would like a refund for the 5 days that my internet was down, as I had to use my mobile data. PLEASE CALL ME AS i WOULD LIKE TO RESOLVE THIS ASAP!!!!