What does one have to do to get a response????

Since mid Jan I have tried to contact Telkom through various channels - telephonically (call ends after holding for approx 15 min), I have used their online query (3x) no response. The local Telkom shop at Bayside is always busy and I don't have the time to stand in long queues for hours at a time. We upgraded our internet to 10mbps in December and was informed that after 1 month I could cancel the Telkom cap as we were using Afrihost. WE HAVE NOT USED ANY TELKOM CAP AT ALL!!!! Yet I am still being billed for it due to the lack of communication from Telkom. I am at my wits end at the moment. Incidentally we also have an issue with the line speed and connectivity issues which my son is dealing with - can't cay I have actually experienced 10mbps for the last 3 months.