Wrong Bill

Its been two weeks since i logged a call with Telkom mobile, they have been billing me extra money on my cellphone contract. When I try phoning customer service, all they say is your quiry has not been attended yet. I wish i could to terminate this contract if it is posible. I just cant keep paying extra and receive low services. When Telkom deduct money from my account they dont wait for two extra weeks to do so but when they have to refund my money it becomes a problem. My case number is ***1.