Telkom Changing Lines without authorization

our company has been struggling on and off now for 2 months with our adsl line. 1st we were told our account has been suspended due to non payment which is untrue and the line was active again. Then recently our line was migrated / changed to a voice line due to changing of service provider which we have never done and they cannot trace any correspondence that indicates that we have changed anything. Latest news is that it can take up to 7 days to transfer our line back to adsl. they dont want to put you through to a supervisor nor legal department how can Telkom just change a line without getting in contact with the client/customer?