Really Poor service

We have been struggling to get Telkom's account department to sort out a mistake that they made by adding services to our accounts which we did not ask for at all, for the last 4 months.<br> <br> Our story: We rent a 4MB ADSL line from Telkom, all was going well and we asked to upgrade to a 10MB line which was the biggest mistake as it never worked. So we asked Telkom to down grade, which is where the problem started. Accounts started charging us for data which we never asked for and has now suspended our line 2 months ago as we refuse to pay for the data which we are not getting and did not ask for - however we did pay for the rental of the line. We have been sent from the store to phoning their accounts department, to no avail. We need help as I phoned them again today and they say that I need to wait for the dispute to be sorted which has now been taking 4 months - is this fair?