Disappointed in Telkom's poor service

I requested an upgrade on my telkom data plan in March however, instead of upgrading the plan, the telkom opened another account. As a result 2 debit orders which amounted to triple my subscription went off my account. When I called Telkom to report this, the lady told me i would have to send an email requesting for the account to be cancelled and i would not be getting the money that was incorrectly debited from my account. She said this before she put me on hold for 30 minutes and was later cut off. No one bothered to call back. I am very disappointed in Telkom's poor customer service. I will have to think carefully before signing up for any other upgrades. I don't understand why i have to pay the consequences of Telkom's mistake