Telkom Billing Query....waiting for almost 4 months

I have been struggling to do 2 things since I have been retrenched June 2020 - change a debit order(in late July20 sorted) and get billing for wifi reduced as struggling to pay month to month. Every time I visit a store or speak to someone telephonically, I am told my query re billing, is still with Billing Dept? Why so long as I requested this in June, July, Aug, Sept but still nothing has happened? Please understand - COVID19- happened thus this is not planned as I was retrenched and no income coming in. Please could someone assist with minimizing my bill? I am not asking for anything free but to escalate and review as I am getting my wifi. Another matter, Telkom has still not deducted qny monies for August billing month at 31st August...ease check why?