Zero customer service

On the 17th of October I went into the istore at Brooklyn mall Pretoria to get an upgrade on my contract which was successful. A few days later i check my statement and I see that I’m being billed a separate amount by Telkom different to what I signed for on my contract. I then immediately contacted the helpline which I spoke to 5 different consultants and they refused to understand my point. I then called back and spoke to the consultant by the name of Shaun Baloyi and he said I should email him the supporting documents and that my issue would be escalated to the relevant department. He gave me a estimated period of 3day working days for feedback but I have thus not heard anything from him nor Telkom. I then called back on Monday and another consultant said I should email the documents again and now I’ve emailed the same documents to ( *** and ***) still no feedback. I called again today later this evening and to my surprise the consultant assisting me tells me that no case was logged (I mean what the hell?)! Does this mean I was being misled by the two previous consultants?? I’ve been with Telkom for over 4 years and as a loyal customer I expect my queries to be attend to with the same importance I give to making sure my account is always up to date. This totally unacceptable that 3weeks later I’m still calling about the same issue and it’s still not resolved. There is no outstanding customer service here because right now I feel like I’m idiot!