Horrid Service from a company that just wants and refuses to resolve.

Absolute disgraceful service. I was ill informed regarding my new bank account and scheduled payment. as my old bank account was closed i made a manual payment. telkom indeed debited my new account and now they refuse to refund me for the manual payment. 21/10/2019 new banking details was given. was informed by Charmaine Ma***o that the change was to late and that my old (close account) will still be billed and that i will be issued a penalty for reversed payment. i still made a manual payment. 31/10/2019: i logged a complaint. my new account was in fact debited. Masego Ngamba informed me that the amount will be reversed and will take up to 3 working days. 06/11/2019: i logged a new complaint because i still havent received my refund. Veronica Mbasetana informed me that they noticed the mistake and will be rectified asap. 12/11/2019: logged a new complaint again. still no refund received. same mistake as last. Siphesihle Mbatha cant understand my urge to receive my refund that i have been waiting for 12 days already. Jabulile Malete which is the duty manager refused to take my call twice. Im sure that this kind of service conflicts with my consumer protection act.