Helkom indeed

We phoned Telekom to make arrangements for payment of our account and was then told to use the app to make payment. We did so before the debit order date and also told them to cancel thee debit order now we received a penalty fee whiched we querried for 4 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.