Poor Customer Service

I'm irritated and disappointed at the service I have received from Telkom ever since I've had this contract phone its been problem after problem. My debit order runs on the 20th of every month which normally runs smoothly every month. This month you guys took my money on the 19th which is a day before I get paid which of course the debit order returned unpaid because there was insufficient funds, I transferred the money via eft to avoid a bad credit record and then you guys deducted the money on the 25th WHY? now I want a refund of my money I'm being told of 72 hous of logging the query and another 7-10 working days before I get my refund! WHY? I want that money back as this is an inconvenience as this debit order was catered for at the agreed date of debit which is the 20th.