over charged and no explanation

I got my monthly bill from telkom which reflected that I was over charged, I called them on the 1st week of November and I was told its not yet reflecting on their side. I called again on the 11-11-2015 to inquire, the lady couldn't explain what had happened and told me she'll log a call and I must expect someone to call me within 72 hours, its now over 192 hours since I made the call. I am not prepared to repeat the same experience I had when I bought a contract phone that was not working properly from telkom and they kept on telling me the inquiry is at the back office for 6 months. <br> Case #***1