How do we get assistance from the Monster called Telkom?

Unfortunate that you cannot select Zero Stars. We have been trying to downgrade an ADSL line to a PSTN since May 2020. Everytime we dial 10213 they tell us they will send us a SMS with a reference number which we never receive. When we phone back there is never any record of our previous call. We trust Hellopeter will help us get assistance on this matter.