Poor customer service vs excellent customer service.

This is by far the worst customer service I have recieved from a telkom mobile consultant that works on customers accounts. I contacted Telkom mobile as they have double debited my account for the past 2months. The agent assisting me : Luyanda Dlamini were extremely ***********, rude and has no customer service could not assist me and resolve my query she however advised me that I cannot speak to her Team Leader on the floor as she is busy on another call and that she is also UNABLE to log a fault through to the accounts department because if i have not spoken to her Team leader, so i advised her that I will wait for her T/L nd then she hanged up on me. Totally disgusted and unsatisfied by this poor customer service.. but funny enough I phoned back and then was assisted by a consultant: Jessica Radebe who then assisted me with a smile which i could feel through that call, it happened that Jessica explained to me that it is a fault on Telkom mobile's side and she do apologise for this inconvinience but she will log a call/ fault on her side through to the accounts department and that I should also send a email on my side advising them that my account was debited twice this month again and that I am requesting a refund. This agent went the extra mile to assist me and even provided me with her email address to cc in the email so she can do her job properly nd see if the case has been resolved. Unlike the poor service i have recieved from an *********** person who clearly do not understand the meaning of customer service, i am now awaiting a response from the business/ their accounts department. And if my query is not resolved by the turnaround time provided to me I will surely contact them back and request management on this case. However i am truelly disgusted in Telkom mobile because I thought this is the 1 service provider that would not rip me off but here i am experiencing the 1 thing I never expected from them.