Paying for something we dont ever get

Where do we start with Telkom, after taking up an ADSL contract with Telkom more than 2years back, I upgraded my line speed from a 4meg to 10meg line, I did regular tests to see if I can get 10megs per second which I never got only a mac of 4meg, I then started to question the line and asked that a tech must come and check my line for any faults with no success, then not more than a few weeks ago after all my calling and asking for someone to come and fix the line, a tech called me and asked what my problem was. I explained to him what my problem was and after a few min he told me that I will never get 10megs out of my line as I am to far from the server he then instructed me to contact the call centre an log a complaint to rectify this. I then did as asked, the accounts person told me that they will downgrade my line, and refund or credit my account. on the 25th March a lady from Telkom called and said they rejected my claim. I don't know why they reject my claim as I am not at fault here, so this means I paid for a service for more than 2years but never received it to me this is called *****, and I do believe that our contract has been breeched and I now null in void.