Poor LTE service cancelled need to credit

Since August we had been experiencing poor LTE service with slow speeds etc. In December the service was basically unusable. We called Telkom numerous times and were told the tower we feed off is not being maintained and the batteries are dead and no eta as to when they would be fixed as the area was having multiple power issues. They said our only option was to move to fibre and we would not be penalized as we were on a month to month contract and it was due to poor service we were forced to move. on 4 Jan we went into Telkom Hillcrest to apply for the fibre account. on 6 Jan I received the invoice for the LTE account. On 9 Jan the fibre account was installed. On 11 Jan Telkom hillcrest called to confirm that the fibre was operational and that they would cancel the LTE contract. When I was in the branch on 4 Jan doing the application I was told that we would not be billed for the LTE for January as the service was unusable and we had migrated to fibre due to this. The January invoice (A***) should have been credited but it has not. I was debited an amount of R699 end of Jan, I reversed the debit order and was again today debited the R699 which I have reversed. Please can the invoice be credited as we did not use the account in January, if we did it would be minimal usage.