Irrelevant add-ons and no refunds

My father upgraded my contract in January just to wait four days for my Sim to be activated... We got our statement in Feb then it came to 714 where it suppose to be 200 + pro rata rate. I phoned the first consultant we must go to the store cos they don't have the same systems. The store says we must phone in for refund cos we didn't agree on the 5gig add on of the previous contract. The 23rd the consultant says it take 72hrs for the refund process from the day of debit. Tuesday I phoned cos my data was updated and the 5gigs is still there that we sed we didn't want. The consultant she can't do anything cos the case is still open and still nobody contacted us to update us. We want our refund by the 8th of February as told by the first consultant... Telkom staff is either not trained thee same but they unprofessional my father is on the verge of canceling the contract cos Telkom is not doing there work.... Need feedback asap