Telkom Unable to do VDSL upgrade

Where to start, I logged a simple speed upgrade for my vdsl line to increase from 20mbps to 40 mbps that was done on the 10th of September 2018, guess what still not done. I have phoned the call center maybe 10 to 15 times in this time period and dealt with some good call center agents and some who I cannot believe work in an industry where they have got no clue what is going on. Telkom why is it so difficult to do a simple request?