Extremely bad service and penalty fee application

Still have the same issue: I had taken up a Fibre contract with Telkom for 24 month. On the 6th month i had the contract I moved place, still within pta. I however discovered after i relocated that Telkom did not have fibre coverage in that area. I went to Telkom Centurion to arrange for a substitute offer as they could no longer use the Fibre Contract. The consultant advised that I swap the Fibre contract with the LTE uncapped contract - in order to proceed with the contract and avoid incurring penalties. Acknowledging that this is Telkom's fault they did not have coverage, I was advised to cancel the Fibre contract and re-apply for an LTE uncapped contract - with waiver of penalty fees to me as a customer. Subsequent to approval of both the cancellation and swap application, a month into the updated LTE contract, I received a penalty fee bill from Telkom. I have been querying this penalty fee and to this day I cant get help in resolving - both in store/branch and call centre. The call center agents that i have spoken to this far, have all been unhelp, do not listen & rude. It is for this reason that I may not have been helped. In the same breathe, I have been receiving countless SMSes that I am still in arrears with the penalty fee and it is attracting interest. I received yet another one today informing me that my services have been suspended due to collection. May I please get urgent help as this maybe affecting my scoring yet it is a mistake/fault from Telkom's end. This is my final attempt to making a plan to get help, else I would need to resolve to Ombudsman.