Penalty cost with no notification

I am unhappy with Telkom. I have had a contract with them since 2019 and this is the first time this is happening. In December they tried to debit me early without notifying me and the debit didn't go through as I didn't have the money. This morning the debit order went off with an extra R220 when I call I am told its the penalty for the failed DO. I didn't get an SMS notifying me of an early debit in December coz I would have made sure I have the funds. My normal Debit order date is the 31st. I called and spoke to Faith who told me they can put a credit on my account. I don't need a credit I need my money back as this is for another Debit order that needs to go off tomorrow unless if they will cover the cost for that failed do and the R220. She made me hold so she can request my refund then hung up on me. I have waited 15 minutes for a call back and nothing. I need my money back today or my other debit order will fail tomorrow. the whole of January no one told me that I owe and boom the debit order goes off.