Poor Customer Service

Telkom customer service is pathetic and weak. I have logged a complaint with them in January case nr ***0 and to date no one from Telkom has ever contacyed me. I have been following up regularly and has been told that matter is still open and they will escalate. I took out a Fibre package with Telkom in 2018 which was 20mbps download and 2mbps upload uncapped, however for the past year and a half Telkom has been billing me for 20mbps / 2mbps but I have been receiving a 10mbps/2mbps speed line service, which was the adsl package I had with them. I have been trying for them to credit me back on the amount I have been billed but on there Customer Portal I'm on a (10mbps) speed line.