bad service

I went into n1 city telkom with a query about my connection fee of R200 that I'm being billed for end of January. Yet i was told with the new contract that connection fee is free. The consultant help me and said that they don't deal with accounts but he can put me threw to the customer service. The lady that answered had an attitude and she could not answer me and told me that I have to speak to there back office. How I'm suppose to do that I don't no. I asked her email address she refused to give it to me. This happened on 2016-01-24 at 17:00 I was told I hav to wait 72 hours. No one could give me an answer why ingot billed. Besides the attitude there customer service is pathetic.