Service provider not providing a service

I have had so many issues with Telkom and it’s relatively sad since I’ve been a faithful customer for several years. 1. In February I noticed that my debit orders were more every month. I queried this and was told that Telkom had upgraded my line- however I was never asked if I wanted an upgrade or if I could afford the extra charges every month. Every single month, I asked for a refund. I was informed last week that the case had been resolved? I’m still awaiting my reimbur*****t from February until now. 2. My mom uses the Internet at home and when my siblings and I visit, we use it too. In October when I visited, I noticed that the WiFi was not working. I called telkom. My mom couldn’t give me exact dates as she never paid that much attention since the WiFi icon still reflects on the device. Unknowingly, she used her mobile data. Anyway, after numerous calls (airtime wasted because they place you on hold for 20-30 minutes) I was informed that there was a technical fault in the area. Days went by, still nothing. My mom called. They stuck to the story. Finally, she visited three different Telkom stores. She was informed that the cables were ******. I used the live chat function to query this. They informed me that they were not going to replace the cables, however my monthly debit payments were still going off? How am I paying for a service that is not being provided? How is cable theft my problem? I spent an hour and a half on the phone yesterday between the billing department, sales and technical support. I explained that I have moved back home. I’m a student and am quite dependent on internet. I asked for an alternative as I needed internet and it was ridiculous that every time I needed internet, I had to drive to a coffee shop to spend money just to use free WiFi, but I pay for internet at my home. I was offered some crazy package which was not within my budget. I mentioned that I was a student and had been paying R621 for uncapped adsl, someone in the sales department offered me 10gbs per month for R129. This is ridiculous. What can I do with 10gbs? When I mentioned that I am quite dependent on internet and that there are other people using the internet as well. I was then offered an uncapped Lte service for R839. This is insane. I’m a customer paying for a service that I’m not receiving. I understand that the cables were ******, however that is not my fault since I never stole the cables. As a service provider, surely telkom has systems in place for when things like this happen? Shouldn’t you offer your customers alternative packages that still caters to their budgetary needs? It has been a long relationship with telkom but I truly frustrated and annoyed with the service and lack therof.