Account Dispute - Just Take My Money (even though you're wrong!)

I went in to my local Telkom store to change my address some time in June 2018. The service there was actually good. They were having a problem with the system, it would not accept my address. The gents there tried numerous ways around the problem, but could not find a solution. They suggested reloading my profile as a fix. I said as long as it doesn't change anything on my account, go ahead. They informed me it may change my account number, but otherwise everything will remain as is. I said that's fine, make the change.

Upon receiving my next invoice I noticed that my subscription fee had increased from the R200.75 it had been to R295.94. I called Telkom to query the rate. Of course they first jumped on the top-up I had purchased for R355 that month, that was the explanation for the extra charge. I had to explain in great detail that I had no issue with the R355 charge, but that it was my monthly subscription that had increased. I was then informed that it was a migration fee, I stated that I had not requested a migration. Did I not upgrade my contract was the next question. I informed that I had not. I then filled them in on my issue with the change of address, figuring this "reloaded account" was the point of origin of my issue. I had been on the phone for about an hour with the person popping on and off to go look at things. They just hung up.

I then went on to their chat facility and started a conversation with an agent there. After answering all their questions (pretty much an identical conversation to my telephonic one), the agent just ended the chat.

Another phone call, I finally reached someone who informed me that the matter had in fact been logged to be looked into. I was then provided with a reference number. I waited the 7 to 10 working days I was told it would take for them to resolve the issue and get back to me. I heard from no one and my bill was still reflecting the incorrect amount on my Telkom dashboard and decided it was time to touch base again.

I went back onto the chat only to be told that the reference had been closed as they did not have enough information. I asked how they could just close a call like that, if there isn't enough information you phone the client and get the information you need, you can't just mark it "resolved". Then all of a sudden the agent was looking at the wrong thing. The logged call hadn't been dispatched is what I was told. The agent has now dispatched it. Someone will get back to me. Telkom have seen fit to mark my logged dispute as "resolved" on their system even though I've heard nothing from them, nor have they in fact resolved my issue.

Since then I've contacted them twice and logged my issue again as I'm not getting any response to, what I think, should be a simple fix. They have, obviously, run their stop order and taken the money from my account - money I'll probably never see again. I'm now waiting to receive my next invoice, which will still be wrong, and I'll be fighting them on that one as well. Why on earth would I go into a Telkom store and say hey folks, you see this package I'm on, can you please give me the exact same package - identical - but charge me more for it. It seems that is exactly what Telkom thinks I've done.

Disgusted with the level of service received (or not actually received, as it were).