Paying for 50Mbps, but only getting 20Mbps

It is totally impossible to get a fault reported at Telkom if you are a home fibre user. I have tried 10210 and when you get through (after at least 20 minutes), the operator takes another 30 min because "their system is slow". You are promised a SMS with your reference number, but that never happens. When you call again, there is no record of your previous call?! How can an ICT company have such a poor system? I upgraded my fibre connection to 50Mbps in November and started paying for it the next invoice (that system works extremely well), but even today, I am still running on 20 Mbps... It is so frustrating. Emails are not answered, the online chat times out because the operator waits too long for the "slow system". Does anybody have a number or email address I can contact?