Disgusting service and shifting of goal posts

On the 21st of October 2018 my boyfriend and I went to Apple store in Sandton City. We had decided to take two contracts one account. We decided to Telkom as preferred service provider for what looks like a package that has cheap data. On the 7th of November 2018 to our dismay both our lines were suspended. I have not even started transferring my data from my old phone to the new Telkom line, however, my boyfriend only used R100 on his. The told us about their exorbitant pro rata which we must pay and the usage amount of R2000.17. We were not happy because at the store they only told us about the R1043 which is the actual amount of both mobile phones. After lengthy deliberations with each other we decided that we will pay and instructed the call centre agent to debit that amount as per contract on the 15th of November 2018. We spoke to Mendy, Nkosana, Neliswe, Brenda and Thato. To our suprise the amount is yet to be debited and attempts to ask them to debit their money and open our lines have fallen to deaf ears. Worse, upon calling ICASA on the 19th of November 2018, I was told I as the consumer must take the first take the initiative to force them to debit and told them I did. I was told I need to make a direct payment and I asked why because they have my all my banking details. This morning, 20th of November 2018, I was told I must have changed the debit order to the last day of the month. I contested this and said they must get the original contract which states that this debit must happen on the 15th of each month. This is our first contract with Telkom and already we feel like two years will be long with this service provider. I will never recommend anyone to take their contracts.