Firstly telkom didn't debit money on the day they were supposed to, then added more money on top as a penalty fee

Firstly telkom didn't debit money on the day they were supposed to, then added more money on top as a penalty fee. Then i paid that money. Yesterday again they debit on the date where it is bit supposed to be debited. I sent an email that doesn't even go through, went to the online app, doesn't reflect anything just states that it having network connectivity errors. I call the customer service. The automated response just says F. A. I. L then nothing. I'm frustrated now