TELKOM Upgrade Nightmare

We loaded a request to upgrade from a 4 mbps to 10 mbps July 2019 and till date I still have a 4 mbps. This is a mission impossible to just to upgrade and at the end of the day its more business for TELKOM. My ref. number is 321169. Can anyone please attend to this ref number and resolve this as soon as possible. This is the worst service if you can call it a service because there is none. Several mails has been send and the only reply that we get is that they have 7-14 days to attend to a IT service. Well it seem to me that it takes 14 months to resolve a upgrade.