Poor customer service

I have a fibre contract of R299 but they have been debiting R599 I have called numerous times with no positive feedback.They tell me that they are unable to amend my profile as the system deleted the contract I have with them and they will not refund the amount they have debited more than our agreement.

I spoke to the Consultant by the name Sinothando mngenelwa Date : 18/01/3024 Time : 17:11 she couldn't assist and not even willing to help then referred me to a Supervisor: Sindi / Sino she called, she advised that she will escalate the matter as she is not able to assist on her side, she advised that she will send me ref number via SMS for the escalation even now I am still waiting for the sms and feedback from her, it's over a week with no communication.