failure to solve the issue

I signed for a second sim card and we agreed on 19 hours unlimited, but to my surprised i was given 199Gb off peak which we did not agree on that I manage to reduce it until 3 GB which it is still what i did not sign for? at first i sent the message to support but they will reply on their time and i decided to call spoke to Mbali and she nice and good and promised to escalate the issue to IT support which the same people the support did nothing this morning i was so surprised when i check already I'm charged 323 which we agreed on 250 per month can they please resolve this before end of the month and not the one at fault but them been contacting them with no help at all