Fibre upgrade - terrible service from Telkom

We’ve had a contract (unlimited 4Mbps fibre internet connection) with Telkom for quite some time and we have realised that we need faster internet at home as our current speed is not sufficient. We have contacted Telkom more than 2 months ago in order to upgrade from 4Mbps to 10Mbps per month. We were told it would be done within 3 days. We have not heard anything from Telkom since - almost 3 months later now. We have since contacted Telkom several times...still nothing. We are just wondering (in huge frustration) what it would take to JUST HAVE OUR INTERNET SPEED UPGRADED! Simple....?...one would think so. So, we struggle by every month...