Poor service

Even after my query was resolved my monthly statement has arrived and show I need to pay a termination fee over 3.5k. I'm now worried because if this gets deducted month end who's going to reimburse me, how long will have to wait for my money to be refunded. No one called me back during or even after my query to explain why the situation could happen on my account. I'm sadden with the type of service I'm getting from telkom seriously.