billing not acknowledged

what a terrible service and billing error by Telkom So had three contracts with Telkom and all of them according to the consultant i spoke to, i was not supposed to be able to top up out my own pocket, as they are on some kind of a contract according to her, which was not explained to me so what i would do every month if i run out data, i would top up out from my bank account, which i would then be charged same amount on the monthly billing every month, so i then requested for a refund which the lady i spoke to asked to send examples of those top up which i did, now when i follow up on the query i am now being told my one contract is now prepaid therefore it cannot be refunded and the others have a limit of so 100, yet i was able to top up more than 100 without even increasing the Limit, so my ask here is need a detailed report as to how where those top ups done, was it through increasing the limit or did it happen and if i was not allowed to top why did the system allow me to up out my own pocket, ultimately i want my money back, because i was charged twice for one set of data for all the purchases i did

Dispute reference ***8 and ***1

regards Tshepo E Radebe