No customer retention

I have been a loyal Telkom customer for about a decade. This is to say that have been a customer long enough to see the service levels and offerings improve (and sadly, start to decline again). I was getting a discount on a service for the past year of my contract. 5 months ago I 'upgraded' to an uncapped offering, and my discount disappeared. Calls to Telkom got them reinstated, but that would be for one month, it disappears again. I lodged a 'dispute' on September 8th about my last bill (I was told that it will take 4 weeks to be resolved). I then asked how to resolve this once and for all. I was transferred to the 'Sales department'. After holding on for about 15 minutes, I was told that 'the department that used to give discounts was disbanded and we don't know anything about how they did the discounts'. I was also informed that my contract was now up, and the discount would fall away. I then asked if there was any incentive for me to sign up for another contract (I assumed Telkom would jump at this). Apparently all they can offer me is a new modem (which I don't need). Is there really no customer retention department anymore at Telkom? Is it time to sign up with another ISP?