Axxess poor service and misleading clients

I recently took out fibre through Axxess , i was currently on a 10mb down and 10mb up package for an amount of R665 per month . I downloaded the axxess app to check different packages. With scrolling through the packages , i saw that i can upgrade to a 200mb down 200mb up for just R143 more . I'm still checking this packages out , so i decided to upgrade to the 200 package for R143 more. With doing this , i checked my statement immediately and realized that I've been charged R252 + R143 , so now I'm thinking what's going on. I contacted axxess immediately and asked them about the charge. I was advised that its a data fee that i pay , and a line service fee . Okay so this is not what i expected and asked them to change this back to 10mb as I didn't just have that cash to send on data. I'm on the call for at least 30minutes with the agent and she advised me that accounts department will refund my money and she will change it back to a 10mb line as said before the app only showed me an amount of R143 that I would pay . I get the message saying your service has been successfully changed from 200mb down to 10mb . I continued to check my statement throughout the day and still no refund . I checked my app and it still shows 200mb line , okay so what's happening now . I get home from work and contacted axxess immediately . The agent then advised me that no change was made , no notes were made, and the line still shows 200mb . She advised me that she cant change the line back down for some other reason . I asked her will I be credited , she advised the accounts department is closed. Okay so now I ask her, where on the app does it show that i pay the upgrade line service fee, why am I not told about this amount . Her response was basically , she doesn't know how the app works. I mean is this the service we get at axxess. I have screenshots of the messages sent to me . To top everything off , i check my internet speed and its nothing close to 200mb. I'm really disappointed by axxess and here i am referring family and friends to them. I felt the second agent , just wanted to get rid of me and didn't offer any sort of help to help me , she basically just said we cant help you.