Pathetic customer service!!!!

I was invited to upgrade my package from 19 hour unlimited off peak option to the rain ONE for free they positioned it because I'm a loyal customer I was advised by the sms received and sales lady that nothing will change the price will not change I will pay the exact same amount of R285 that I have been paying I received the device activated and then I get charged that end of the month R397 I left it because I assumed it's for Prorata fees this month end I get billed R535 I called the rain call centre on Sunday the 01 /09 and was advised it could be a technical issue with the billing and that my query was logged and escalated and I will receive a call from the billings department to rectify and I should receive feedback via my email since then I have not received a call or sms or even notification message via the rain app to say i have logged a query or opened a ticket I called again on 02/09 to find out of my query was logged as I didn't get any response I was advised by a consultant my query was logged he gave me the exact same reason as when I initially called and I was advised the exact same it was been logged I will get a call from the billings department when I asked why do I not have a reference number or get any feedback or communication via email or the rain app the consultant could not answer since I have still not received any communication whatsoever so say my query or ticket is open and someone will call this is pathetic service they know how to email and sms when payment is late or not made on time but when we require service we must run behind them I wish I could rate a zero because this service I have been receiving is terrible! No Turnaround time was given to day when my query will be resolved so now I'm expected to pay R535 I feel rain is a **** true and cannot honor the offer the offered me.