Incorrect billing

I have been trying since yesterday to sort out a bill on my account. When you call the call centre they either transfer you back and forth between billings and cancelations or hang up on you. Lungela, Lucrecia, Katlego, Thulani, Mbali and Mbali (there are two) Hangelani. All are working from home, which means that they have carte blanche to treat customers the way they want. They have incorrectly migrated my package and charged my R13000 for this. Further to this they then suspend my service because the credit limit is too low and the balance is too high, but no one checks that they are the reason my balance is too high. Needless to say I am waiting for a call back... no one is sorting out my issue and everyone is telling me about their "process". Well what about the process of customer service.