Bad Billing- ********* business practices

I took out a wireless broadband Lte contract With Telkom 2 years ago. The contract came to its 24 month end around the 26 March 2021 I wanted to upgrade to a better package but Telkom did not have a suitable upgrade for me. Their prices were just not comparable to other service providers. I told the consultant at the Cresta Branch, that I will not be continuing with the service after 26 March 2021, this was in January or February 2021, She advised that the contract will end on expiry date and did not inform me that I needed to send Telkom a cancellation request, Again I also called their call Centre some time later and this consultant also confirmed the expiry date and again did not request that I send in a cancellation request. I was in Cresta Mall on 9 March 2021 and decided to pop into the Cresta express store to ensure I won’t have problems as I was moving over to a new service provider in April. The consultant at the store advises me that I need to submit an online cancellation request, this is the first time I was told of this, the previous consultants made no mention of this. The consultant sends me a link via sms on 9 March 2021, which I completed on 10 March 2021 I received and SMS from Telkom the same day 10 March 2021 at 08:56 am - title Telkom Cancellation Case:***6 has been logged for Service *** I followed up with Telkom around 6 April 2021 and was informed that the account was not closed, and that no cancellation request was received, I gave them the reference number from the online submission and was told it was not received, I was told that the account would only be cancelled at that time and that I would need to pay an installment in May 2021. I felt this was extremely unfair, as I did everything to ensure that this cancellation be canceled on the set expiration date. I was advised that there was nothing that can be done and I would need to put in a dispute for the May debit order, the dispute was lodged case no ***0. When I followed up again I was told that the dispute was rejected by Telkom, I then asked to speak to the manager and was told that the manager was busy, I told the consultant I had no other choice but to lodge a complaint with the Consumer Protector, she then asked me to hold and went to speak to the Manager , She came back to me saying that her manager has advised her to put in another dispute, which she did. When I followed I spoke to another consultant Call reference- Nelisiwe 2/6/2021 09h08 She advised me that the query was resolved and I would receive my refund 7 to 10 days from 2/6/2021 , no refund was made back to my bank account. On 5/7/2021 Telkom debited my account again, so instead of receiving a refund I get debited again, for a contract that expired 26 March 2021 I went to the Telkom Express store today 6 July 2021 and spoke to Katlego Masoba around 12pm , was given a new reference number ***7 . he has now lodged a further dispute for both debit orders May and July Something pecu**** that I also picked up was that my contract amount decreased the last month my contract was suppose to end, while I was a customer for the 24 months I received no discounts but when my contract was coming to an end the amount decreased and they started debiting me for a new amount. Can businesses just do as they please without informing the customer of changes to contract amounts etc can they simply just take out of your account. This is my last attempt to finalize this matter with them, my next step will be to address this bad business with the Consumer Protector. Their systems and procedures are clearly not working and the customer should not bear the brunt. I have so many different ref numbers for this case which does not seem be be getting resolved but in actual fact getting worse as they are taking more funds from my account ref numbers ***0,***8,***9 I am absolutely appalled by their service. Thank goodness for new service providers who offer month to month service. Ann Dove Account number ***