Bureau / debit order complaint

My husband has 3 contracts with Telkom. 2 cellphone contracts and a wifi contract. When he changed banks he provided the new banking details to Telkom. Come month end, the deductions that took place was for the 2 cell phone contracts and not the wifi contract. Now we have extra bank charges and a bad record at the bureaus. Which is a result of something that was not our fault!!!!!!!!!!!!!!!!!!!!! To date this has not been rectified and not one of the consultants are competent enough to assist with this issue. We get told the query will be logged and somebody will be in contact with us... we are still waiting... This issue is coming from last year. We called in again this morning for assistance and we were advised somebody will call us , but nothing yet. not even the reference number was sent as advised. If this cant be sorted by Telkom, we are forced to escalate to the Ombudsman... I hope something will be done asap...