No delivery of goods but being charged

In April we had a call saying that we are being upgraded to a faster internet service and that we would receive package with the modem, ****le, sim card, etc. for a little extra that what we are currently paying. We did not receive anything in April. In May we were billed for the new amount but still had not received the package. we called the call centre and they said they would resolve the problem. In June we were billed again and still no package. after numerous calls we were told to go to a Telkom direct store, who couldn't assist but would take a copy of the ID and resolve with Telkom. Nothing happened. In August we made a few more calls and to date we cannot get this issue resolved. We have spoken to the sales people as well as the billing section to log a dispute and we were transferred back and forth with no joy. I even sent email to a customer media officer whom I dealt with before and she didn't bother to respond. Please can this problem be resolved and we get refunded for the last 3 to 4 months that we've been billed without the new package. The other thing is that after 1 week we get an email saying that we've used up our data and are soft blocked! 20gigs in a week!!