Telkom's BAD service

I have an account with Telkom there are 2 cell phones listed and a Wifi router,

My contract expires end of Nov 2020 and Telkom phoned me and ask if I wanted to upgrade, naturally I agreed and the transaction was done, but the agent accidently loaded the upgrade on the wrong number, this phone is just over a year and there was a penalty loaded on the account of almost R5500.

I have been to the Irene Mall Telkom outlet on 6 October, to inform them of this and they have lodge a ticket, on 13/14 October the matter was escalated and then we have been to the branch on 20, 22 and today to have the matter resolved before the 25th when the debit order is meant to be deducted, but they just keep telling me that the matter was escalated and there is no manager or person we can talk to. Apparently, TELKOM has no landlines (yes belief this) and everything is done via email and the back office won't be able to assist.