Terrible Service- False information provided and failure to follow through on promised assistance to aid in the dispute resolution process

To whom it may concern, I recently requested a downward migration of a Vodacom LTE contract. I was explicitly told over the phone when I lodged the request that the penalty for downward migration would be equal to one months installment (+-R500), which I asked the call centre agent to confirm multiple times before concluding the call. When I received the monthly bill however, I had been charged a penalty amounting to several months instalments (actually up until May, which is when the contract would have ended on its own). I called the customer care centre who advised me that the information I had been given was incorrect, it was not supposed to be only one months subscription. I disputed this, to which I was informed that a recording of the call would be made available to me within the next few days, and that a customer care supervisor would be in contact with me to assist in resolving the matter. Now, several weeks later, I have yet to receive any form of communication on the matter, and I'm put in the position of having to pay the amount in full in order to avoid having a missed payment flagged on my otherwise perfect credit rating. This is extremely feeble service on vodacoms part, with both misleading information being provided in the initial call, and failure to honour their commitment to follow up with me from the second call. I would like to have this matter resolved urgently