Telkom's motto: passing the buck

I have reported several calls last week regarding the connection speed ***6, ***8, ***0 (Previously I logged ***4). In June I signed up for a package for 25Mbs down and up. However, even though I am paying for the package I am not receive more that 10Mbs download and approximately 8Mbs Upload (which are the same speeds I had for ADSL) I have spoken to several technical support agents with one in particular trying to explain to me that I cannot buy upload, download and ping separately. When I asked them to check the package I had with Telkom one agent said she could not see those details on her system. A gentlemen called on Friday and said it was 10Mbs down and up. When I called the Sales department today I was told I have 25Mbs down and up. The sales agent said I need to call technical support for them to log an incident. She also said I should contract the products department to reimburse me for paying for a service I have not received.

Is there any person at Telkom competent enough and willing to take responsibility for a fault or do I have to go through several departments with each one passing the buck?

Based on this I have every right as a consumer to cancel my contract with Telkom and look at another ISP. Unfortunately, OpenServe is the only company providing fibre in my area.