Pathetic service

The 23rd we lodged a complaint with nobuhle soni and she told us that it take 72hrs for someone to call us back for a refund. Anyways then it was the 2nd of march and they said it take 72hrs for the complaint and then 72hrs for the refund process... I phoned the 9th back because nobody called us back and the refund wasn't done,just for the consultant to tell me that nobuhle didn't lodge the complaint properly so on the 9th they discovered this so the 72hrs now start from the 9th. Which is clearly not our problem that they not training there people properly. Yesterday we received our statement and guess what the add on is still on the statement so now we must 350 more for something we didn't ask for. The contract suppose to only be R199 but we paid last month R760 and now they expect us to pay 550. Well I refuse to pay it I am gonna stop all debits from Telkom and will go pay the r199 in the bank or at Telkom... WE NEED TELKOM TO REFUND US AND REMOVE THE ADD-ON URGENTLY... And please don't respond you working on it because you are not