Poor service from Telkom

I’m absolutely appalled by the service received from Telkom. My account was debited twice in December with no prior communication by email or sms, the first of which was on 23/12 I did not allocate funds to the account as i know my debits usually go off on the last day of the month. I went to my nearest pay point at Shoprite and paid my monthly instalment on 30/12 however Telkom being Telkom attempted to debit my account again on 31/12 again there we no funds in the account and this caused me to incur bank charges of around R566 that left my account in a negative balance. I escalated the matter around a week and half ago and I have still not received any refund or payment for those charges incurred.