Disappointed past my believes

So i went in to telkom tonight to find out why my account went from R830 to R1978 so n1 city consultant carmen if not mistaken with her name was very helpfull and friendly got me to chill abit and got accounts on the line to find out whats going on spoke to a guy not sure whats his name cause he tried confunsing me to bring old bills extra in but so i explained to him if my bill was up to date still in januarie how can February cost me R1978 extra so he placed my call on hold waited for over 20 min for him to get his superior to talk to me and explain but quess what i neva spoke to the superior waited on line call went up to 39 min and then the phone disconnected they are pathetic and *****s what can i do please help