Had to order twice.

I've requested a downgrade from a 10Mbps ADSL package to a 4Mbps Uncapped ADSL package. I've waited for three and a half weeks, absolutely nothing happened. I then phoned Telkom to follow up on the downgrade order, the call center agent told me that the previous agent *****ed up the order, then she had to canceled the previous order and create a new one. So now I'm waiting all over again. And guess what, I was billed again for the 10Mbps ADSL package. Please Telkom, I don't need you to escalate my query, just complete the order! Thank you!