No disclosure and policy document

I received a call in November to upgrade a contract for my ****le that was expiring in December, and I agreed to take the upgrade contract, I didnt receive policy wording within 30 days. So my sim card got ****** and that person continued using the card and didn't bother to report it ******, next debit order date got debited R400 and something as I don't know what is it for reversed the debit order and headed to Telkom store in Carnival as I don't receive any invoice from them, they explain extra charges and I agree with the charges but failed to tell me about the next debit order amount and no one checked why I query billing face to face.

Allowed the debit order to go through the next month, services got reinstated but still no one cared to tell me about the next billing even no sms received before the debit order date.

Services were reinstated after the payment, but deducted R300 the month of March which I am supposed to pay R100, I then reversed that debit assuming that maybe the payment made was incorrect or maybe the previous debit order didn't clear.

Services got suspended on Monday, called retentions as I want to cancel the services, spoke to a lady didn't get her name, placed me on hold to speak to her supervisor but the line went off apparently she didn't leave any contact to show that I called, called again twice and spoke to Boipelo from retentions too whom hung up on me and told me that the system is not working, I called her again she hunged up again, spoke to Neo who I poured my heart too but the line went off didn't even bother to call back.

Wednesday morning I spoke to Shannon whom was willing to assist and advise me that the extra amount charged was from reversed debit orders, I told her I didn't know about the charges she transferred the line to Supervisor who didn't call me back but advised Shannon to call me back, which she did around 6:30-7:00pm to tell me unfortunately they won't compensate the difference since I don't receive an notification, invoice and policy wording. I am stating this before I take it to Fais ombud should they fail to attend to the matter, it is my right to receive communication from them, I asked Shannon for the complaint email she said she doesn't know it. Don't they have complaints department?