Poor customer service at Telkom

I have been to a telkom branch for 9 months, everytime l tell the agent that I need to escalate my problem because the logging of a case has not yielded any positive results for me, I'm told it is up to them to help me as per the dictates of Telkom procedure. In their store, an ICASA Charter on how to go about when not satisfied with the service you get is displayed, but these agents seem not to be aware of that charter. How then do I have confidence that my problem will ever be resolved after nine months of paying but not getting any service except getting my case logged