I sent a chat request on the 30th of September on WhatsApp inquiring about a internet upgrade and I was not happy with the upgrade fee of R300 as I'm currently unemployed

I sent a chat request on the 30th of September on WhatsApp inquiring about a internet upgrade and I was not happy with the upgrade fee of R300 as I'm currently unemployed. I was chatting with Sipho and told him not to upgrade it as I do not have the money. Few days I checked my account and realised that my balance is more than R900 and when I requested a balance breakdown was told that it's for the internet upgrade. I spoke to different agents to resolve the matter and was given a ref no #INC-***. I last spoke to Nkhensani and said will send me an email and that the matter will be resolved. It's been more than a week asking for assistance 😕😞