Telkom horror experience this weekend

I had my worst experience with Telkom this weekend. Went to the trade route mall store to upgrade my home line. Was told by them they don't do it must go to Maponya or Southgate. I eventually managed to get through on the telephone specifically told the person I want to upgrade to the 20 meg unlimited line. On Monday my email stopped so I called in I get told by the tecnition that it was due the fact that I now have a 40 meg line. I immediately called sales to ask them to rectify the error as I need a 20 meg line and not a 40 meg line. I am told the system was down call later. I called 6 times only to get the same answer When I called after 5 no one answered This morning 1 May I go to the mall of the south store to fix the mistake. First I get told there is a panelty that I will have to pay for the down grade.I asked them how much they cannot say. I then call their bluff by agreeing to pay the penalty They then tell men they don't do downgrades only upgrsdes