FIBRE LINE REACTIVATED AND BILLED WITHOUT CUSTOMER CONSENT

3they reactivated a fibre line for my home that we can't get at the moment due to infrastructure problems. i chose lte instead. they have now reactivated the fibre line and billed me R539 without my permission and failing to refund me, every agent asks the same question as if notes are not on the account and nobody knows about the refund as my notes reflects nothing. the last agent i spoke to to today blatantly refused to acknowledge my request and said i must get fibre reactivated and will be reimbursed downtime credit. i need that money and they just not co-operating. reference numbers of chats thus far are as follows: #***4, #***0, #***3