extra charges

For the last 4 months Telkom has added a termination penalty to my account of R4720. Every month I call in to say its an error after the suspend my account. While i must pay my subscription every month I have not ever had the full use of the subscription. The call center cant help, all they can do is log a case but that seems go no where. I always ask to talk to a manager who promises to call me back but never does. My account is suspended at the moment even though i pay the bill every month.