telkom billing issue

I have recently upgraded my ADSL line to Fibre promo package.(Price R799)Line was installed November 2017 and first bill received was R2134.Billed a penalty fee of R895.28(why penalty fee for upgrading)and r300 for extender which was part of the package.i went into branch which gave me a reference number for dispute as this is incorrect and was told I would be called back same day.it is now april and after numerous calls and reference numbers recieved , I am still paying R950 per month and no credit received.I received sms 8/03/2018 stating :Please note that the dispute logged on the 20/12 /2017 will be resolved and you will be contacted shortly.Up to date still no calls received and call centre just keep escalating dispute to departments. ref number : ********** 5, ********** 2, incedent ********** ,How is this issue taking so long to rectify and when will credit be received.