For the past 4-5 months I have been calling rain with billing issues

For the past 4-5 months I have been calling rain with billing issues. For some odd reasons I was levelled up without my consent (they have no proof of me levelling up), from October when I noticed the overcharge I called in till today I haven't received any solution to the issue and I have been paying R634 regardless (R75) more. Last month in Feb 5/6 I spoke to an agent who confirmed that I will be getting a credit of R225 and I have been levelled down, that didn't apply as I paid R634 on the 3rd of March. I have called in and all the times the issue is being escalated but I don't get any resolution. Rain is quick to suspend services if account is not paid however it has taken them 4 months and counting to resolve a simple issue which was caused by their department. out of 5.