Appalling Service

I have been paying R194 consistently for cellphone insurance since 2016/2017. I was retrenched from my job in December and couldn't pay for 2 months. I went into the branch explaining that I can't afford to pay and that the debit order is going to bounce, resulting in a R202 fee from them and another fee from my bank. They called the billings department to which I was told that they can not assist to give me grace for 1 month as I signed a contract, which is understandable. They tried billing twice or thrice in one month, my penalties totaled to R997. I managed to get on my feet the following month and spoke to a consultant asking if I pay the amount before the debit date would the debit be cancelled on 30th, to which I was assured that it would. To my surprise it was debited. It has taken me 3 months to try get the amount credited back to me, almost 15 different consultants to whom I have sent my POP and bank details. I have left messages for team leaders, supervisors and managers to give me a call back to have it resolved, but to no success. I am still waiting to be credited. Telkom you can do better!