Robots customer support, billing problem

I took a promise to pay plan and paid 50rand my outstanding balance was R600, I paid 300 and 253 on the 5th of November then R300 yesterday total of R853 But still shows I owe R649 for this month whereas you need to minus R253 from the R649 .

They making us speak to robots who can assist us who can’t check properly I kept on being told they will escalate but still nothing. I have long requested for an acc statement on email nothing. Yesterday I spoke to Taylor who sounded like a robot who on confirmed payments received but can’t say where the extra 253 went as it didn’t go towards this months 649.

Please clear my account My name Buyisile N****wane Number: *** Email. ***