Telkom's useless consultants

I moved into a new complex where I had zero signal. I called logged a cancellation on the 3rd of November 2019. A retention agent called me and told me that if its just signal that is the problem, he wants to rather send out a technician who will assess the issue and if there really is no signal, they can waive the settlement fee. The tech never called. i called three times after that to follow up and they kept saying they will escalate. Eventually when I called on the 20th of November, I spoke to Shadene Smith who sent the cancellation and told me they will credit the month of November.My invoice has the full amount on it and she refuses to credit saying i only cancelled on the 20th, refusing to read the notes on the system and ignoring my mails! Fix this invoice so that I can make payment!