Poor service

I decided to migrate my home DSL internet data package from MWeb to Telkom. After visiting the Telkom shop at Menlyn shopping centre I was given a new username to enter into the DSL router to allow connection to Telkom data. According to Telkom webmail this email address does not exist. This is the second time I am reporting this fault as nothing is being done about it. Telkom keeps sending messages saying that the matter is resolved yet it is not. Please refrain from sending falsified messages and assist urgently.