False hope about migration fee being waived

I logged a query with Winnie Mazibuko on the 18th of August, she assisted me with the migration on my contract number and confirmed that the fee will be waived. She promised me that i will get feedback within 7 working days. I received the statement for September with the R650.00 fee reflecting which i forwarded to her as we previously agreed. With no response from her Vodacom deducted the monthly premium including the migration fee, i phoned the call centre and spoke to several consultants which where all unable to assist me. Eventually I spoke to Gugu who was willing to assist and kept on phoning to give me feedback , with Winnie's advise i reversed the debit order and only paid in the monthly premium excluding the migration fee. I send through proof of payment and never heard anything from Vodacom until they deducted October premium with the migration fee. Gugu phoned and advised that she has escalated the query to the relevant dept. I am tired of calling Vodacom and speaking to different consultants who can't assist me, every time i must start from the beginning and sing my query. The reason for my downgrade was due to affordability and Vodacom keeps on taking the little money i have. If the fee cannot be waived why was i given the false hope??