More Vodacom uselessness

I logged a request to have my 400 mbps line checked as it is only running at 240 mbps. Someone called from the HelloPeter department at Vodacom and said someone will contact me from the technical department. That never happened, she contacted me again to check if they did contact again, they did not. She promised they would. Still waiting! In the mean time they closed my support request but my line is not running at close to 400 at all, still at 240. I am paying for a 400 line but getting a 240 line instead. Must I take this further to an ombudsman or ICASA? Why is Vodacom's service going down the drain lately, they used to be very good and resolved problems timeously. Contact me and get someone to fix my fibre line.