No customer satisfaction

I have contract with Telkom Mobile, which allows for 1 GB all networks data and 10 GB Telkom data. I was browsing the Internet when I received sms's warning me that my all networks data is almost depletes (first SMS 499 Mb warning, second 99 mb warning), this happened while I was on telkom mobile which means I am using my all networks data. The first agent told me that I was roaming while I was not, to confirm this I manually registered on the Telkom mobile network and switched off data roaming after the call, checked my balance downloaded an application and checked to see if it used my all networks data, and guess what, it did! I called back, this time speaking to a very unprofessional agent who spoke inappropriately and about unrelated topics. After being on the line for 20 minutes, I still didn't have an explanation for why this is happening (and yes I did have 3 GB telkom data at the time and went through all the diagnostics). When I requested that my data be refunded the agent advised me that it is against company policy. This is completely unacceptable and unfair since the fault was clearly not on my side!