Agents that leave you mute and end the call vs a system that has next to no security measure to prevent unwanted subscriptions

I'm frustrated by the service at cell c. I have a data sim month to month contract that I have never made a call on. I received my invoice and realised that Ive been charged R167.04 for 4 months for "content services "under the call service category ...on a DATA SIM!...hello red flag!, reason: subscription... I did not subscribe to any subscriptions nor validate the transaction. I spoke to the agent at escalations and her response was that I probably opened a pop up message that subscribed me to a service therefore i'm not eligible for a refund because I did not reduce my usage limit. long story short she muted my call and ended the call when I posed some questions to her to try comprehend what she is saying to me.

I don't understand how cell c's flawed security protocol can be the clients responsibility to manage or mitigate. Reason I say this is, when I top up data I am asked twice to confirm/validate the transaction whether on the app or via ussd. how come the verification does not work on an automated malware? besides its stupid to me to reduce my usage limit to R1 avoid *****... has your bank ever requested you to reduce your available balance to R1 because they have zero security measures to prevent *****? thats deflecting and avoiding the issue instead of fixing it.

2. DO YOU GUYS NOT INVESTIGATE KNOWN MALWARE?...I GOOGLED DD SAKUZA MALWARE AND I GOT RESULTS DATING BACK TO 2017. DO YOU NOT HAVE ALGORITHMS IN PLACE TO PICK UP SUCH PATTERNS?

How the !@#$ do you blame a customer for ***** that takes place on your platform? Does cell c really care about customer experience? I dont know how many complains on hello peter about cell c dating back to 2018 with no response.

thanks for ****ing me off on my birthday...I just want my refund...based on the response I will decide if I will continue using your services going forward.