Telkom over charge

Good morning hellopeter

I've got a problem and want to ask if it can be resolved. On December my Father and I received the Telkom invoice and we found that they charged us a penalty of R1000, the 15th of December my father phoned to upgrade our internet DSL from 4mps to 10mps and they charged us a penalty on wich I phoned and asked why, they told me that the issue will be solved and ever since I'm phoning them and they keep telling me that there has been nothing done yet to resolve this problem. They said that because we upgraded we don't get a penalty, only when we downgrade or cancel. We received a new invoice and can see nothing has been changed.

Will you guys please help with this.

The reference number is ********** 7

Thank you