Billing query

I received a call from your agent offering me price lock at my current rate, to my surprise in April 2023 my rate has been increased to R807.6. I called the call center 2 weeks ago. I was promised that an escalation has been locked and I will receive feedback with the next 72 hours. Two weeks later I'm still waiting. I followed up this morning and it seems as though nothing has been done regarding my query. This is one of the reasons you are loosing customers, because you do as you please with people's accounts. If you can't fix this cancel my subscription.