Over year same old story. No service

Telkom pls catch a wake up and quick. I've been struggling over year now paying for a 4mb line and not even getting half of that. At this stage my line is 21kbps. I've been requesting credit and was told a credit was passed only to find out that your people don't know difference between credit ND payment made. I had this line for years no problem. Now I get told I need to downgrade to a 2mb line. What do I get then? Fix your mess or pay my years money back and I'll go to someone else who wants to help me with a line that I pay for and actually gets. I've got recordings, emails and Facebook messages of all these issues and promises.