Telkom service

I have a contract phone as well an an insurance with telkom which is ridiculously high, for the past 2 months telkom has been billing me more than the agreed amount and when I called in today I found out that insurance has increased for a phone that has downgraded, imagine. and we weren`t even notified as clients. I have been trying to get to the bottom of this or at least get a discount however i have been multiple contacts to call getting hold of extremely rude consultants of which one even had the audacity to hang up on me which makes me wonder what will happen should I ever want to claim? clearly incompetence will definitely be served. I am not happy at all with the service telkom is giving me and I do not understand why insurance has to decrease when the phone price has dropped. they telling me that I cannot even get a discount but what they billing me is not even the agreed amount when I took the contract. I work with insurance myself and what the consultant told me is bull!