Dishonest Government Company: Go Figure

We phoned Telekom to make arrangements for payment of our account and was then told to use the app to make payment. We did jusst that before the debit order date, and we also told them to cancel thee debit order now we received a penalty fee whiched we argued against FOUR times before the next debit order and was promised resolution and call back with nothing happening. Last phone call when I asked to speak to a manager I was told to go into a store and log a call back. I need this resolved urgently and my money refunded. I want nothing to do with Hellkom.