Contract dispute

I called Telkom to downgrade my data package and as per my request it was a month to month package. However to my suprise the consultant put my package under a 36 months contract. When I call for them to cancel the contract as I never requested a contract I am being told to pay a penalty fee when the error was done by their employee. The ladies assisting me by the name of Nicole Usher and Managie Govender are very *********** and do not even read to understand my emails and it is very upsetting to speak to people so *********** and unknowledgeable. I have been escalating this query from Saturday and only recieve 1 email response a day which is very dumb as my emails are not being read correctly. Since Saturday the 6th I was promised a call back by a manager or someone Senior but I am yet to receive it. Service is on zero. I am beyond upset!