Bad services with clueless agents

I have a wifi router with Telkom, and their debit order goes every the 20th with no fail, if the debit order date fails on the Sunday they do not debit - I called and spoke to Sandile Mhlongo *** - who is an agent at Telkom, gave wrong information regarding the debit order, said it will not go off and my wifi will be disconnected and I need to pay via EFT - and i paid it on the 23rd and gain on the 26th Telkom debited my account - now they tell me i can't get my money back - what the **** is happening - Telkom you need to review you agents or train them better - now when i query this - they request my ID copy for what cos I've have been your client for more than 4 years - just return my money to the same account number you are debiting monthly - this is beyond ridiculous - you have just lost a loyal client - teach your agents to be clued up with the processes - you can't just ask for ID like you request a sweet from a child and they do not have compassion at all - Im so ****ed - Need my money back - use this EFT Ref No *** to locate me and reimburse my R449 please