Device insurance and debit order

I don't understand how Telkom operates really, I have a contract with Telkom and they have been deducting from my bank account my device insurance is canceled and no one has any answers. I've been calling their help desk no response. They don't deduct on the day they are supposed to deduct and I have to pay additional R130 for that. This is ridiculous because they will suspend their services even though it is their fault