Failed delivery leads to ignoring customer

So after months of trying to upgrade my telkom adsl - no telkom branches that deal with landlines and phoneline not answered - I managed to log an upgrade request early last month. Waited and waited and spent hours on phone and chat application as upgrade not being done. Was emphatially guarenteed earlier this week upgrade would definitelyhappen today. Got home an no upgrade. Connected on chat and told could not be done due to unforseen circumstances. The operator Daniel matthee then ignored my requests for a revised date and I spent about 20 minutes waiting for him to respons and eventually ended the chat. I think he thinks he is being clever leaving customers hanging and likely just went home. The whole experience I have had with telkom is unacceptable but his behaviour to me in particular cannot be excused.