Poor and *********** client relations

Why is it so difficult for Telkom to provide proper client service to their clients? I currently have a 24 month contract for ADSL with Telkom and it has been a nightmare to get the system going. About 3 weeks ago, I was contacted by a Telkom rep informing me they want to upscale me so I don't need the fixed line anymore due to copper theft and issues with the modems. I consented to the new contract and received delivery of the modem on 15 Oct. I was advised a technician will contact me within 24 hours to activate the new sim. Today is the 30th of Oct and even though I have contacted Sales, customer services and every department possible, the sim has still not been activated and we are still being billed even though we get no internet currently. Our current wifi has also been disconnected for who knows what reason. I spoke to Telkom Sales on Monday and the lady promised me the sim will be activated within 24 hours. Guess what, it did no happen. Can someone assist me please!!!