Slow Internet and failure to communicate

I am paying for a 10 MB/s unkept LTE network however when I do a speed test I only receive about 0.25 or 1.72 MB per second. I have called the call centre numerous times I have complained on Facebook. I eventually received a reference number which was indicated would be resolved with 72 hours however it has now been a 408 hours and I have not had any response regarding my slow Internet connection. I received an SMS stating my issue has been resolved even though it has not even been touched. but the first debit order to go off on my account is Telkom regardless of the service I am not receiving.