Telkom fibre upgrade nightmare

I app**** for an upgrade from 10 Mbps on fibre to 20 Mbps on the 2nd October 2019. My internet went down on the 5th and has never worked since. I'm also unable to even get emails via the Webmail. "Incorrect username or Password". After many calls to 10210 getting told many different stories and going round and round to different departments I'm told it's my TIN number and that the user name has been closed. No one can resolve this. IT says it's Sales, Sales says it's Technical and around we go. They just close the ref numbers as "Solved". I have even has "Special Investigations" and "Service Configurations", nothing. Clearly they actually don't know and expect me pay.