Lousy and ********* service delivery

I have been very patient with the lousy service delivery over the years, even when I was paying for Fibre but only got ADSL for over 8 months previously. The latest issue is that I'm being charged for 75mps uploads and downloads but I am getting 20.49 up and 9.76 down. When I call to ask for help, they want to charge me R1200 if it is faulty. How do you figure that? You might just as well hold a gun on me and rob me in the street,