Incorrectly billed

Hi there, i personally do not know why the chat agents do not have all information available. I am being sent in circles.

I have a billing query, I have upgrade my line from a 50/50 to a 200/200 as a token of appreciation to my tenant for the line being down 2 weeks in the past two month. No I get a R33 charge that indicates pro rata. No explanation as to how that was calculated.

As per the fee attached to the lines the 50/50 cost me R1229.00 the 200/200 now will cost me R989.00. Therefore this gives me a saving of R240.

How am I being charged R33 as pro rate when you still owe me a refund. I paid the R1229.00 in full ?