Customer care not logging complaints!

I have a data contract with a R50 limit on. I always receive sms's to notify me when the data is running out. It will then lock when it goes R50 over the limit. On Sat the 10th Oct 2015, the data ran out, no notifications were received and the line was not locked. That line is now misteriously R800 extra due to out of bundle rates! I can not afford to pay extra R800 in a month nevertheless at Christmas time!! I logged a call with 082111 on Sunday the 11th at 7:14am when I checked what is going on with the data as I could not go on. The app however says their is 5mb left out of 2gb. And that that line is R1056!! That consultant told me \I don't know"and put the phone down. I phoned back at 7:25am where I was told a supervisor/team leader will get back to me. Phelela phoned me"