Incorrect billing

My fiance has a contract with Telkom Mobile for R569p/m taken in September 2015 but on 31/12/15 an amount of R653 and on 01/02/16 and amount of R1215 was deducted , when we called the call centre on the 28/01/16 before money was deducted as we had received an sms , we were told it was because of termination fees , something we have not done then told an investigation would be done and feedback will be given in 72 hours , then called 3 days later and was told it's 72 working hours , 9 days later we had still not received any feedback, called again and was told the case has been assigned and that person would call us , we're still waiting ?