Wrongful charges and no service

I received a bill for an additional phone line that I never ordered. Our account should only have an adsl line. We got charged for a phone line and the installation thereof that we never ordered. I tried the call centre and it took so long I had to hang up, I got an sms asking about the service from the call centre and said I wasnt happy and got no follow up, I tried logging a dispute on my online account twice and the system doesnt save the disputes, I tried escalating my problem on the Telkom webpage and get no response, in desperation I contacted the Telkom Twitter account and its been over a week and still no update despite being repeatedly told by the Twitter account people that I will get feedback shortly. Help please!