YET ANOTHER UNSATISFIED CUSTOMER TELKOM!!!!!

How is such a big company so flippen useless, pathetic customer service! I got a top up contract middle of last year for my daughter only for them to give me a normal contract, so instead of paying R150.70 per month, I'm getting ridiculous bills of R700 and over. I've called the call center several times with absolutely no luck and some times get put on hold for literally hours!! I then communicated with your "social media team" eventually I was given an email address, and the call center number to contact for my contract, as I value my sanity I will not be calling your call center again, more than a week later a get a reply, giving me ANOTHER email address to request the recording, so I sent a request about a week ago and still have no reply......I'm done with this thievery and being given the run around. HOW DO I GET THE COPY OF MY CONTRACT RECORDING, WHICH BY LAW I AM ENTITLED TO? Do I have to contact the ombudsman to sort this out?