Account charges

Sir, again I have no option but to write about the poor customer service I have received from Autopage. I'm currently overseas & was shocked when I received my latest statement.I down graded my package in Dec 2014 when in SA, Hillcrest branch to the R177.78pm package which included the Samsung galaxy Core mobile. On my invoice I'm being charged an extra R70.18 divice payment, which was not part of the package. I emailed the customer services department on the 9/4 requesting an explanation re the above, a generated reply email was received with the ref no 642121, saying they would reply within 7 days. Today, 21/4, I received an email saying this task was closed. At a considerable cost to myself, phoned the cust serv, from the UK today @ 11.28am UK time, the representatives voice was very indistinct, I asked her why my ticket was closed, I had not received a reply, she said that a reply was sent & proceded to read it to me, I have not received this reply. I explained to that I was not liable for this cost as it was not part of this contract, she proceded to read what my contract includes & said \the R177.78 incs the phone