Cheated along with terrible service

On the 8th of January 2024 I contacted Telkom sales to find out if I had an existing contract for an upgrade. The consult checked and told me yes I do and gave me the different products that were available so I chose a pocket router this was on the 08/01/24. I received the device on the 10/01/24. On the 05/02/24 when I received my statement via email it showed that it went up by R120. I called in and was told it will be escalated. I called in a few times to check if there was any update and a few consultants that I had spoken to told me that they either need to write it off or the initial consultant will have to pay. About 2 weeks later I got a call from a lady in the claims department who told me that R1300 was written off to my satisfaction but for the next 11months my premiums will still be with the additional amount called an obligation fee. I had agreed at that time as I was just happy that R1300 was written off. When I actually thought about it and calculated it wasn't written off instead it was divided by 11 months. I called several more times trying to seek help but mostly was told to contact this number or another one. I finally got to speak to 1 consultant and she told me that my contract was 36months that's the reason I have to pay the obligation charges as my contract wasn't due for an upgrade. I would never have taken out a 36 month contract as I always opt for 24 months. The initial consultant contacted me and said there was a glitch hence it went through but she will escalate further. I received a call from someone else and she said she will get them to listen to the voice recording when the upgrade was done. About 2 or 3 days later she contacted me saying there was a problem but will get IT to sort it out so that they could listen to the call. I carried on calling leaving messages for her to call me then realized she did infact call me but my primary cellphone has been missing out on calls. So back to them with messages for her to call me on another number and to date she hasn't contacted me, even though I called in twice. Really disappointed with their service as I did apologize stating there was a problem with my cellphone hence the additional number was provided. I have been a loyal customer for about 10years and to receive treatment like this is unacceptable. If she couldn't call back then she could have emailed me. This is a very bad impression on yourls part.