TELKOM SERVICE IS A JOKE

Telkom phones me to do an upgrade on my line from 4mbps to 10mbps, I tell the person that the telkom store says that I cannot upgrade, because I'm not 10mpbs covered. This person proceeds to hang up on me. Skip a month or 2 a head to today. I phone sales to upgrade my line, they tell me that I'm not covered, so I tell them the storie and they say I must phone technical. I phone technical and the lady that answers is rather annoyed with the fact that Im calling technical because this is not their department. So I proceed to speak to technical online. Technical online tells me that I AM 10mbps capable ( I HAVE THE CHAT TO CONFIRM THIS ) so I phone sales again where a very nice gentleman does all he can to figure this out but comes to the conclusion that I cannot upgrade to 10mbps... Now skipping back 2 years when my line was installed the technician installing the line told me that I can get upto 20mbps in my flat.... Now can anyone please tell me HOW on earth do I get a "yes you can get a better line from 2 people ( one that was physically here ) " and then two people saying "no it isnt possible to upgrade" I would love if someone from Telkom can contact me regarding this problem!!!!