Disgruntled customer

I am totally disappointed and disgusted that myquery has not been resolved. On the 20th December 2022 I laid a query with the agent Sibusiso, the was a promo to upgrade package from compact plus to premium for 3 months period. Charges for October and November were correct but December was charged a total amount for premium. He promised that my matter will be escalated to finance to adjust the account accordingly. To my amazement when I checked my bill no credit has been passed. I then spoke to Nompulelelo on the 4th January 2023 with the same issue and she mentioned that Sibusiso had not made any comments on my query, she also promised to escalate my query and will be sorted in 48 hours today is the 11th and no credit adjustment has been passed. I have benn your customer for years and don't deserve this kind of service. Therefore I request that my account ahkukd be resolved urgently.