Telkom's lack of service

I recently upgraded from ADSL to Fibre (which is supposed to be free). My bill at month end reflected a penalty of almost R500. A dispute was logged on 10 August 2018. Every time I call Telkom the billing department refers you to the sales department and vice versa. The 14 day dispute period is over and I am still being shunted around between the billing department and sales department. I am now sitting in a position where no department wants to assist me when all I want is the penalty removed (which I was previously told was a system error on Telkom's part) and a fresh invoice to be issued so I can pay my bill.