Fibre nightmare

So we signed up for a 40mbps 100gig FTTH deal with telkom. The line was installed on Thursday(16th of July 2015). After struggling to get our account details from telkom the technician gave up and told me that I should go to a telkom direct store to get our account details(Why can't this be done telephonically and why isn't that information available to the technician on the day of installation??). Went to the store in Hatfield, and experienced absolutely useless help, telling us the issue is with the sales division who didn't place the order correctly. We then phoned the sales people who told us the exact opposite. On Friday we phoned the technician and asked if he could try and sort out the mess, after a while he sent us an username and password. I set up the router and lo and behold a message in my browser pops up from telkom notifying us that we have reached our cap??Today(Saturday) I tried to phone the call center got transferred and then cut off after explaining my problem. Here is all the reference numbers we gathered in the process ***A-Voice, ***A-Fibre, ***A-TIN. Now our copper line is dead before the transition has taken place? PLEASE sort out the mess