UNFAIR INCREASED PAYMENTS

Today as i was about to pay my account I was advised that I have an outstanding amount of R673, sometime,when i called the call center on ***. I was advised that the account was on Compact Plus which I did not agree to, I spent 27 minutes on the call with a very helpful agent who advised that the matter will be escalated to the Supervisor however its been 6 hours since the call and i have not received feedback. I would like the matter to be resolved before end of business today as i will not be liable for any late payments fees