Dishonest Call Centre Agent

I logged a fault four weeks ago. My 4 meg line went down to a 1 meg line. After numerous tests the Call Centre agent mentioned that there was a problem on the lines 2km from my house. He was going to send a technician. Ok so I followed up numerous times as I got the same feedback the technician is busy with it as we speak, which obviously was not true. SO after three weeks I asked a manager to contact me, which also did not happen. Eventually a technician came and worked on the line. My speed went to 2meg although I am paying for a 4 meg line. Today I call the call centre, just to be placed on hold for 20 minutes and without saying anything the agent transfers me back into the groupline which means I have to restart the whole process. Agents like these do not belong in a call centre, as service is clearly not their passion. I hope the QA department tries to trace this call which happened at 08:55 and I was transferred at 09:20. Just have a look at you voice logger when transfers where made and you will identify the agent. Needless to say I gave up and my problem is still not sorted.