Debit order reversal

So I took it upon myself to make a payment for my telkom account on the 18th of December seeing that the payment was gonna go off late on their side due to the holiday for I normally get debited of the 25th cool enough I made the payment to the Absa account and stated the ref numeber that usually appears of the statement to my surprise early hours of this morning my account still got debit well I contact the contact centre and I’m served by Pinky Handebe I explain the ordeal to her and that I need assistance with reversing one ammount she then does checks on her side and explains that only the payment I made on the 18th which only reflected on the 20th on their side is showing so I’ll have to contact them again tomorrow so I say to her how about I forward my bank statement which relfects both the amounts because tomorrow I’m gonna have to explain myself again to someone different her reply is they don’t accept prove of payment which I find very surprising while in the proccess of trying to inderstand that our chat mysteriously got cut off I start anothet chat I was served by chandre I explain myself again she also checks and she also tells me about one payment reflecting on their side so I say to her can I forward my bank statement she says yes for starters there’s a crack in the process one person refused my statement the other one agrees to it anyway I’m proved with the emails ********** I forward my statement explaing my ordeal and stating dates they should check the amounts from I then get a response from Mandlenkonzo who tells they can’t do it I need to go to the bank and do it myself for starters I will be charged R30.00 for that I did not ****** anyone I was simply being responsible and taking care of what’s important first secondly my account normally get debited on the 25th but my payment reflected on the 20th yet I still got debited how do you explain that????