Incorrect billing

In march myself and my mother went to the telkom in Eastgate to change the line and adsl from here name to mine we were told it would only take 48hrs and we waited only for them to just debit my account in October without any notification after my mother already paid like she did for the 8 years we were with telkom I called the billing department on the 1st of November to find out what happened I was told I could reverse the debit order as it was a mistake until last week when they suspended our line when they demanded a reversal penalty fee and also the payment for the month that my mother already paid we paid this amount on Friday morning and still no one can assist me the when we try to call the billing department we are told to use the telkom portal that doesn't work I am now sitting with now line for a mistake from them and I cant receive any help