No customer service in process & procedures

I received my statement at the beginning of the month and immediately contacted Telkom to resolve by billing query I had. The advisor assured me that the payment charge on my account will be disputed and that the account had not been updated yet. My debit order then went off and they still took the payment charge from my account. What was the point I called in to dispute and remove this charge before. I called in again, spoke to 5 advisors only to be told that my account will be in credit until my next payment if due next month. I waited for a manager to call me back, it never happened. I called Telkom back, non of the supervisors or managers are available to take my call. Eventually, the last advisor escalated my query and said a team leader will call me back... Well, I doubt it. The customer has no options with their Telkom account. The customer must just accept telkom's **** procedures.