Telkom callcentre not helping

I'm on a uncapped adsl package with Telkom for more than 3 years. now suddenly I'm on a 50gig soft cap package and after a week and 30 calls to the call Centre not one person can help me. All they do is transfer you to the next department who just transfers you back. I don't think any of the people working in the call Centre actually knows what they doing. If you ask to speak to a supervisor they are never in the building, so now I must pay for top up's to keep my internet on. is this the way Telkom is trying to make more money out of it's customer's?