Helkom moved to pathetic service

I had Open Serve fibre to the home 10mbps - uncapped with a landline (Anytime extra). I phoned the 10213 number to upgrade to 20mbps uncapped (49minutes holding for operator and 35minutes to upgrade). Everything else must stay the same. The Call center lady (working from home) answering had about two to three kids to attend to AND do my upgrade. Well after been assured that all else will be the same, a couple of days later my Identi call add on no longer function. Another call to the Call center (42 minutes holding for operator and 35 minutes to correct the mistakes). I had to start a new application... Gross and Net income ...... Maybe Telkom need to ask the question why their customers are giving up on their services? I will only in 36 hours be able to get my identi call function and anytime extra plan back - that is if the agent followed the correct procedure.