Charged for Call Out fee yet not supposed to be

In December, before Christmas, I had an issue with my home ADSL which is run by Telkom. I tried contacting the call centre and would hold for more than 30 minutes with no opportunity to speak to a consultant. After trying for multiple days with no joy. I finally gave in and logged a fault. When the technician came over, I explained to him that I could not get through to the call centre to check my issue online instead of calling a technician out and risking a call out fee. He said that unfortunately the call centre is under capacity in December and it's better if he just checks. In this case I should not be charged a call out fee as Telkom was unable to assist me over the phone. This month I received my bill and guess what....I've been charged a call out fee!!!