departmental differences

Phoned call centre yet again today for probably the fifth time since December to help get my ADSL line reconnected. After 90min on my cellular phone(R150 airtime) as I dont have access to a telkom line the person I spoke to first was the one that was supposed to help me. I was put through to three different departments and each talking different thing. If this can please be adressed as this can lesson confusion on the customer side. Third person said she wpuld put me through to correct person but instead put me through to rating service and afterwards cut of. Had to phone again. Second time a young lady was kind enough to assist and was able to calm me down. TX TO HER REALLY NicE LADY). All four member confirmed I have R900 credit on my account so why must I then pay the R700 needed to get the people out to come reconnect my line. I cannot call again from my cellular phone as my funds is almost depleted on my account. Im feeling quite frustrated as the waiting time for call centres to answer is long and Im not sure they are able to help me properly. Is there an email adress where I can raise these concerns