Why have a costumer care line

I mean seriously what is the point. As far as I can tell I am being over charged by over R300 per month. I had a mobile Internet line that cost me just over 300 I then migrated to another contract that is costing me 800 a month. So am I still getting charged for the previous contract? I can never get through. The help line is as bad as Samsungs. And don't tell me telkom doesn't know their help line service suck. There have been enough complaints about it. All I want to know is why I am paying extra every month<br>