TELKOM cannot sort its Fibre accounts out

Once again I tried to get my Telkom fibre account sorted out, I downgraded at the end of last month from 40Mps capped at 200GB to 20Mbps per second uncapped, as I was getting a mere 0.5Mbps service whilst paying for 40Mbps. I was guaranteed that the problem will be solved and the packaged changed with 48hrs by the sales department. To date no solution, I am still being billed the full amount. When phoning technical support, answer is we cant help, it is sales.

Where and how do we escalate such problems.

This service is extremely poor. 3 months, no solution.