Charged for technical support when fault was Mwebs

I received an update to my invoice stating that I need to pay for the technical support offered by Telkom (R259.06). When Telkom came out, the technical issue was rather MWEB's and not something to do with the line. I was never explained that I will be charged for the call out fee. When I called now to the accounts and billings department, they said they need to transfer me to technical support. I have an account related query and how is technical going to help me??? Who is in charge of your Customer Experience Team because they should be on performance management, if not fired. I have never experienced this much compounding bad service in my life before. If there is a way to get me out of this 6 month probation period, please let me know how. I would much rather be dealing with Telkom directly. More so, I was not going to do this but after being charged for the technical support, I demand that you go back to all the recordings and find the one where the technical person said that they would refund me pro-rata for being left without a working internet line for 20 days (21 Jan - 10/11 Feb). My ref from my email yesterday is ***.