Employee commits ***** and customer gets punished

A ********** deduction was made from our bank account on 11 December 2020. After numerous visits, calls, emails, signed affidavits were are still waiting for any type of response and our money back. We are not allowed to have the transaction reversed by the banks as that will have a negative influence on our credit rating according to them. So we, THE CUSTOMER, get punished for ***** that was committed by a TELKOM EMPLOYEE!!! Ridiculous!!!!