Downgrade to normal line as I have fibre through Mweb

I have being trying since first week of September 2018 to cancel/downgrade my line from ADSL and have a reference number: ********** 979_1: ********** 0 emailed to me 20th September of a week and half of back and forth. Everytime I call Telkom they were offline and was asked to call next morning, only to hear the same problem. eventually on the 19th I was told to go to Telkom store as telephone contact center could assist. I went to Tygervalley branch and was give a URL to use to downgrade. When I went thru the URL the option of downgrade did not exist and had to Cancel. I call every week thereafter to be told the matter is being escalated and to date still waiting. whilst this happening I am being billed for services I am not using. This morning I was told to settle the amount before Telkom will change the contract, and thereafter send a letter of refund...utter ******* and when asked to talk to a supervisor phone went off, call dropped.

Telkom does not call you back