Telkom unable or unwilling to fix their own royal mess

At the end of Feb 2018 we gave notice to cancel our LTE line and completed a new contract for a 10 mbps ADSL line. When the line finally became active, we found that it was a 4mbps line and it belonged to another person with the same surname. We could not activate it due to this. We immediately went into Telkom to inform them of this problem. They could not and did not want to understand that the problem was more than just an incorrect username and password. We were told: " It is not a train smash, just use the 4 mbps line and call support to change the username and password".

We have logged call after call, and we still have no ADSL. We were basically informed today that they cannot fix it because it is a profile mix-up. They cannot make the line a 10mbps line becasue it is a 4 mbps line linked to another person. This incorrect profile and line is linked to our ID number and billing information. Exactly how this is possible I cannot fathom, but it apparently is. I am fearing the bill that will be sent to us.

Telkom managed to mix our new profile with an existing client's profile. Whether this other person's line is working, I don't know. It is now almost 6 weeks later and we have called every number available, been to all the Telkom shops in the Centurion Mall as well as the Telkom shop in ********** Nobody can or will fix this. Each department informs you that they can do nothing, someone else must fix it.

We NEED internet at home for exams and our LTE will end next week. After that we have nothing because Telkom is unable to fix the mess they managed to create.