lack of knowledge

good day, i'm really disappointed on the customer care and the lack of knowledge to what i find to be the most basic questions, i have an account for fibre line with telkom, i have a debit order that goes of every the 1/2 of every month, for the month of August i decided to pay my account straight in the Telkom portal on 30/08/2025 so that i wont be billed for it now i tried to change my method of payment as instructed by the telephone consultant which advice what should be done, i don't remember her name as though, yes i got a respond for my change of method of payment using 10210@telkom which Athenkosi Seti responded that it can't be changed, i don't know the reason he/she did not give me a reason why it cant as this method is more convenient for me. then i went to ask him if they said they are charging me for not getting funds at the account on the debit order date, i did explain i paid it in advance using their portal and got a confirmation from Telkom that they received the funds then why am i charged, don't their system pick up the payment? all i got from him with this question is i should send my bank statement to show funds where available at the said date, i see no need to do that because i paid the account before the date, this lack of empathy and understanding the question and what i was requesting is not good customer practice, a "i don't know let me as my supervisor" would probably have worked now i want a respond from someone who can explain to me.