Incorrect billing & suspension of Fibre

Telkom We moved from Telkom LTE to Fibre in 2020. A week ago our line was suspended, "due to non payment!" What nonsense. After phoning non stop and heading to a Telkom branch nearby, Telkom stated they billed us wrong and we will be credited. Outstanding bill was R5000! This while we have a monthly debit order. Telkom logged the query and now says we will have to wait 7-14 days for the matter to be resolved! Why?? We have not been assisted whatsoever! Case number: ***8