incompentacy

I upgrade my contract and they (telkom) said they write-off the migration fee as I upgraded on 23 September 2015 on the 30 October 2015 i found out they billed me something like R5000 they told me they will log a case so last wee my line got suspended and now im battle for a week now to get my line unsuspended and call center just say they email back office and esculate the case with nobody to phones me back that has authorty to activate my line and it going on for a week and i have to phone them to find out but yet my case and. Query is not resolved. It a month since the case was logged