Just adding cost....

I have tried getting hold of Telkom trying to talk to a consultant. But you NEVER get through. Telkom are quick to can add to one's account. It is VERY MUCH frustrating never getting to talk to someone. It is seldom that I get bad service, as I don't have to communicate with them. But the times I have to the service is poor. I need cost to be waived on my account as I have made a payment directly, as my debit account is not in working progress. I have been making direct payment for the last few month, now they want to add rejection cost. IT WAS NOT REJECTED, IT WAS PAID.... I don't understand.