Balance dispute

Ref *** , this was a call recording and an email that confirmed that my amount tl be paid end of Sep 2021 will be less that 400 rand overall. I asked countless times and the agent offered a call back and and she still confirmed that , the line will be debited on the 1 of November this was also emailed to me as well. Call was made on the 9th of Sep 2021. I have been escalating ref no 962704 and no positive feed back. I have 3 lines and actively use them for work and they are all closed