Utterly poor *********** service

I am very frustrated writing this review, I phone telkom mobile to check the possibilty of downgrading my contract a very friendly service advisor assisted me and said that the contract could not be cancelled but can indeed be downgraded so as to reduce monthly payments. Yesterday I received a statement to pay R7500.00 This morning when I phoned telkom the first person informed me that my contract had been cancelled and that I am now on a completely new contract, I should make a payment of R7500 to close out the old contract.

This is completely unacceptable as what was initially discussed is a downgrade on my original contract. I have phoned back several times this morning and it seems every agent I speak to does not know how to handle the situation, I get put on hold while they investigate and then the call is dropped after 40+ minutes.

Who should I speak to to get the matter resolved?