Incorrect information/Poor communication from Telkom

I queried with Nodumo via the call center on July 03rd 2020 @ 15:07. My reference number is ***. My contract was coming to an end and i did not want to renew my phone contract however i wanted to still keep my minutes and data, i was told this was possible and the cost was a R100 a month. I was happy with this and then confirmed more than once that my minutes will remain the same which i was told "yes maam, it will remain the same"

I then got a call from the call center offering me more data for R89 a month which i accepted. To my knowledge my Telkom bill from August should be R189. To my dismay i then received a bill for R769.84 and R66541 for the following month.

Upon receiving my first bill i followed up with Telkom and was told i used up my minutes therefore was being charged for calls. I could not understand this as for the 2 years i had my contract with Telkom and I never depleted my minutes

After receiving the 2nd invoice i called Telkom again, i was told the same thing and the consultant could not advise me on what package i was on previously to establish how i was using up my minutes

I then called Telkom again on 2nd September 2020 @ 12h50 and spoke to Lumka. She advised me that i was previously receiving 3000 minutes and now only 1000. This made sense as to how i was depleting my minutes, but it didn't make sense that Nodumo advised me that my minutes will remain the same.

I would like this matter urgently looked at as i asked Lumka to log a query for me to get my recordings from the 3rd of July so Telkom can hear that the consultant did advise me that my minutes will remain the same. To date i have done 2 follow ups and no feedback provided.

I would like my refund back on the months i was charged for my calls (these where Telkom to Telkom calls) as well as for Telkom to keep to their word and ensure that I receive my 3000 minutes per month

With the current COVID crisis and the salary cut i face, this was not budgeted for and has really put a strain on my pocket.

Telkom response to customer queries is really poor as one has to keep following up for a response which is unacceptable.

An urgent response on this would be appreciated