Useless staff & unfair billing!

Inefficient staff members and shocking service. I am being charged R200 odd rands because a telkom staff member did not update my banking details accordingly using the details that have been inactive for the past 7 years! ? I opened a case on the 5th, I was promised feedback by the end of the week, fast for forward to today the 14th a& nothing. When I call to enquire I am told the case was only escalated to the relevant department today at 7:50 ?