Pathetic service!

I called your call center and spoke to Karabo who initially placed me on mute for a minute or so before even greeting me. I called requesting to know why my serviced were inactive " when I paid on the 26th of August as I have done so for years as well as to why I'm apparently owing R215. She tells me that the amount of R170 was returned on the 27th and for that reason they aslo charge a reconnection fee of R50. I then question why is it then that I'm charged R220 and then she gives me a BS story of I am discounted... I explain to her and her manager that I only receive my bank statement quarterly and for that reason I could send my transaction history and prove that no money was rejected or returned... They insist that I must provide a bank statement of the 26tg of August irrespective of me explaining that the bill cycle couldn't have closed by then. So 2 things. I know I paid as I always have paid for years via DD and 2 why is the amount not adding up to what I'm due to pay monthly and this supposed R50 reconnection fee?