Bad customer service with telkom.

Having a terrible experience with telkom,after my cellphone contract had expired i then opted to renew the contract with a new cellphone with an online consultant agreeing to take a cellphone on a monthly basis, and thus a few months later they deducted the prepaid amount of this phone, i then phoned customer service to assist and till this day nobody has returned regarding my query and thus made me go to canal walk shopping centre one of telkom stores hoping to resolve this issue, and then i got an email to say i can do nothing about it because i choose a prepaid phone, i am out of options i need to have my money refunded, the consultants are inexperienced and have absolutely no idea what they are doing.