Telkom is involved in invoice manipulation

Okay so after spoke to "Rose" and confirming with a second agent that my bill was updated and reflecting a credit of R59. I receive September's invoice and to my surprise I find that the bill hasn't been adjusted (the month of July) as per the telephone conversation (with Rose), instead (according to the agent I spoke to last night) they have gone and added a fictitious amount of R202 then adjusted that for the month of August (Note that this amount does not appear anywhere in September's invoice) rather than the amount that was discussed on the phone. Now I'm pretty sure that's invoice manipulation, so anyway (last night) I asked the agent to please escalate the matter for me and she refused and is suggesting that I'm lying about a conversation that has been recorded. Is there anyone out there who can help?