End of my tether... I am LIVID

I'm writing to express my disappointment and frustrations at the service, or lack thereof, I experienced with Telkom which is their front-end staff right to the back office staff.

In October 2018, my parents ordered a package deal from Telkom. The package that tweaked their interest was the UNLIMITED HOME 10Mbps which included a FREE MODEM and TV BOX of which the monthly payments would be R 807. It took Telkom 3 weeks to attend to the supply and installation of the abovementioned package and only managed to get it right on the beginning of the fourth week, needless to say that they debited the whole monthly premium for a week's worth of internet service. On the 3rd of November we contacted the customer service department as our monthly bill was R4000 to which we were confused because to our understanding the monthly payment was R 807 and subsequently our telephone line and ADSL line were suspended. We lodged a complaint to which it was determined that the reason for the exorbitant bill was the fact that we were charged for the FREE MODEM and TV BOX, which they admitted to being responsible for the clerical error. The complaint resolution process was followed to which we were assigned the reference number ********** 7 and furthermore we were assured that it would be resolved in 14 working days to which regular communication would be afforded to us to ensure how far the resolution of our complaint was and sadly, we received no communication at all. We again contacted the customer service department to track our complaint and the resolution thereof, I'd like to mention that it was on the 15th working day, and the consultant that assisted us confirmed that our complaint had been lodged but however she couldn't speak on behalf of the back office's turn around time for resolving lodged cases. This call was made on the 23rd of November and the consultant assured us that we'd receive communication the following week as she had escalated the complaint to her manager. On the 26th of November we contacted the customer service department again and it was only then that we were informed that the complaint was resolved and the amount owed was the agreed upon monthly payment of R807. Upon hearing that feedback, we immediately went to a Telkom Mobile Branch to make the payment and we were informed that we would be live in 48 hours. On the 28th of November we contacted the customer service department yet again because our telephone line and ADSL line were still dead. We were informed that everything was in order and that both lines were active. We informed that it's not the case as we still had no landline or internet access. We were taken through a troubleshooting process to no avail, at which point we were transferred to the technical department and that as well proved to be a futile exercise. The technical department then transferred us to the sales department and after being put on hold for 20 minutes a consultant by the name of Snegugu took charge of the call and upon hearing what we came with, she hastily informed us that everything was active and abruptly ended the call. The time was 16h47 and I guess because she knocks off at 16h45 we weren't that important to her.