poor service

I logged a query on the 15th of march 2015, ref number ***, no turn around time provided. I called today to follow up, I was informed it will take 24 hours. I called again at 19h30, spoke to an agent call neo on kzn who was very rude and abrupt, not willing to help. He informed me the query that I logged was an event and not a fault. My question is how will a client know the difference between an event and a fault if the agent does not explain to you. He then told me if he logs a fault there will be a fee of r260 if it is not telkoms fault. I told him my query is regarding line speed. If I dont receive any feedback tomorrow I will be giving telkom notice to cancel the line. Why should I pay r800 a month but when you call 10210 the customer service desk is not willing to assist