Misrepresented by vodacom fibre

I had my vodacom fibre down from 30 June 2022, I logged a service request on 1 July 2022. I kept following with their *** number and various branches including Keywest Mall, Westgate mall amd cradle stone. I sent numerous emails to their *** e mail. No one could tell me what's wrong. Eventually on 11 July a lady Called Noma gave me her whatsapp business line after hearing that I had no fibre connection for close to two weeks. I realized that, vodacom or this lady Noma under vodacom created a new fibre order. Now at the time I was registered for 10 megs upload and download. On the 11 th of July I realized that a new account for 50 megs upload and download was opened, I notified this lady and she assured me that it's all part of the process and I would not incure extra costs, a few hours later she notified me to check my connection, all was working and well, this was 11 days after my first query.

A day later I recieve confirmation of a new router for delivery. I notify this lady that I'm not comfortable as I did not order a new package I only needed my existing line fixed. She advised that I should not accept the router and the order would be canceled and I would not incure costs.

Fine I did not accept the package as I did not need a new router. Vodacom then credited my account for the 11 days I went without internet at the end of July. Bear in mind that my premium has been or 10 upload and download speed and it cost me R649.

At the end of August 2022 my account gets debited by R1634.33, more than double my premium.

I call vodacom fibre and they tell me that I'm billed for 50 Megs upload and download to which I didn't order. I stay on the phone with them for over an hour and they tell me there is nothing they can do they can only log a service request. I tell them that I am unemployed and I have other expenses, I have been prejudiced, I even read the whatsapps from the whatapp conversation I had with the vodacom lady Noma on the vodacom business account, the lady on the phone acknowledged that I was misrepresented because now on the system I have the 10 gig line which I originally had which has been upgraded by vodacom to 20 megs based on their policy and the 50 megs package which I have been wrongfully billed for.

This lady on the phone further tells me that the 50 megs package under my name has no address, so now how did I order it?

I ask for my matter to be escalated because I have other debt orders and i don't want to incure penalties. She tells me that their team leader is not around and that the team leader would tell me that there is nothing they can do in this moment either.

R1634,33-649= R985,33 more is what vodacom took from my account notwithstanding that I still have other debt orders to deduct.

I am unemployed and I have to wait for my case to be finalized which from prior experience would take them close to two weeks.