Telkom's non existent customer service

I have placed an order with a Telkom direct store to increase the speed of my ADSL line. The order was placed on 5 July 2018 and to date (it is now 16 August 2018), the order has not been completed. I have followed up 3 times already with the call center on 10213, but it literally is a waste of time as it takes in excess of 10-15 minutes to finally speak to someone, thereafter all they do is say they are escalating the matter and then they issue a new escalation number. I have 3 escalation numbers already, but no -one knows whats going on.