Telkom Service terrible/atrocious

We really need assistance with changing our fiber account with Telkom. They are insistent that we have signed up for a 24 month contract, yet cannot or are reluctant to provide any evidence either voice mail or signed contract related to prove this. We have been battling since 26 September, and are not any closer to resolving our issue. We need to change the fiber contract to month to month and to 20mB as the 40mB fiber is too expensive for us. I phoned in again today at 10213 nd was just informed that their systems are offline and have been all day and they cannot assist in any way, not even leave a message and someone will call back. Yes we do need connectivity as we have a small business at home, and have mail evidence that we requested the change, our requests are just being ignored, but the bills keep coming. Please as consumers we feel helpless. Please advise or refer us - consumer board ? Onbutsman? Please help. Thank you