*****ing from PENSIONERS!!!!!!!

My grandparents decided to take out a two year deal with telkom (*******) for their wifi service. Initially they took out a 4mb line then decided to upgrade it to a 10mb line. Telkom (*******) has been billing them for 7 months for a 10mb line when they have only been receiving a 4mb line!!! Telkom (*******) also charged them an additional R 1000.00 for a router 7 months ago which they did not receive! is this serious y how telkom (*******) works? My grandparents asked me to help them sort out the issue. I have been fighting with telkom (*******) for 3 months trying to resolve this issue!! Everyday it is a new consultant and a new excuse. The consultants doesn't know anything, they dont get back to you, they dont reply to emails. All they tell you is they going to send the complaint to the backroom and escalate it. The consultants line managers are just as useless as them. I have been going back and forth with Moses Mokhethi (a line manager in Port Elizabeth). He has been no help at all. He doesnt call me back, he gives me attitude on the phone and lies to my face on a daily. Is this the services telkom(*******) really provides? you pay for a service and you dont receive it?? my grandparents are PENSIONERS for goodness sake!!!!! Do you have no shame in what you are doing??????