Telkom *****ing money

I have a huge issue with telkom, and I have tried all possible ways to resolve the issue, but due to no service from their side I have no alternative to report them. We have been clients for many years, and sure we wont be for much longer. My case number is ***1. We went overseas and while transiting through an airport for 2 hours, we received an sms we have reach a spend limit of R 1500.00. This is on a phone which was in our travel bag the entire time, with a set spend limit of R 10.00 an no International roaming requested at all. Telkom has since taken the money, and we have had no feedback, we have called them more that 10 times, and nobody knows what is happening. They first said a turn around time of 48 to 7hrs and then 9 working days, but still nothing. We feel that they are *****ing our money and just dont care. Pathetic