TELKOM - its almost worst than the covid 19

Telkom - I have been complaining about my line since Feb 2020 - I had a 4meg line and my down load speed always ran on under 1mps I had complained on numerous occasion and eventually got feed up and upgraded to a 10meg line. biggest mistake . never the less. We then started experiencing drop calls lines going dead , being without internet and a line for a few days, it gets fixed and after a few days back to the problem. I have called and complained more times than I can even remember. After months and months of agony with my problems ,I decided to request a refund for all the times that we had no connection. Spoke to accounts department and was asked to send a request via E mail to *** ,which I did in Oct 2020. and guess what Its been 3 months and no response. All I want is my refund. So after 3mnts of trying, I try to cancel my line ,only to be told that if I wished to cancel I would have to pay a penalty fee. Why , why do I have to pay for such terrible service ? I didn't know that we could charge people for such terrible service