Disgusting service and incorrect billing

I would like to complain about Telkom . Telkom upgraded my landline package without my consent or any communication. They have been requesting a higher premium that what i agreed to in my contract and and as a result has my profile in arrears. I have a debit loaded for the contract amount based on my affordability. It is ********* to load a package that i did not sign for. I called last year 12/19 and spoke to Wendy Khanyile who reversed the transactions and requested for the plan to be changed. The plan was not changed. I called and spoke to Nonsikelele Menze who requested the same and still i have not received feedback. This is an urgent matter as now my credit profile is affected by the mistake that Telkom has made.