Scary Faircom Experience

This has been the worst most frustrating experience I've had with an ISP, and I've had Telkom charge me for three months for no reason. I've been with Faircom for several years, first in a contracted complex and then by choice after moving. They're very good at handling minor complaints such as service drops, but it was when I encountered an unknown issue that the real problems started. For the last 7 months we've been paying for 40/40 but we only receive a maximum of 10/10. It was really inconvenient, but at first I didn't think it was a big deal since I've had such a good experience till that point so I simply logged a ticket and asked for a partial refund. After 2 months of being told that having slow speeds is normal (I think they didn't understand me and thought this was normal line speed highs and lows) and that they couldn't give me a refund that I switched tactics to focus on fixing the line speed and dropping the refund. I need fast speeds as we work from home. All my support tickets went nowhere, they'd ask me the same things over and over again "did you restart? Are you using a VPN? Etc" when I ask for a technician to be sent out they say it's not their protocol and I need to go through the technical process first, which never gets to the point of sending out a technician. I'm more than happy to pay the R450 callout fee to fix this but I'm not even allowed to ask for that if they don't approve. I've been as cooperative as I can, answering all their questions and patiently waiting for responses. Sometimes they just say I haven't responded and close the ticket. I did some research and found that ISPA could help so I'm trying that, and if that doesn't help I can also try ICASA. I've also let Faircom know that I'm doing all of this for the sake of being transparent, I'm not trying to spite them, I'm just trying to get this resolved. But now we get to the really dark stuff, the stuff that prevents me from just dropping this and changing ISP. Whenever I call from my phone number my call is cut, so I use a different number and get through, this has happened on five different occasions. I've had one ticket closed because I mistakenly said I attached a document when I didn't, the reason given being that since I haven't provided the asked for information the ticket would be closed. This is despite that same message asking for additional information and saying that the ticket would reopen if I rep**** to it, which it wasn't when I phoned in to check, and now it's been two weeks. Lastly the Faircom response to saying I'm reaching out to ISPA or ICASA is that it won't help because I haven't gone through the technical process, the same process that they won't let me get through, isn't that scary? Is this really just incompetence and inefficiency or is this conspiracy? Remember that many people don't have a choice of ISP because their complex might have a contract. I wonder if media exposure would help.