Poor Service from your call centre agents

I’ve called Telkom more than 3 times trying to request a payment reversal but I haven’t gotten anywhere, the call centre agents are pathetic really, they’ve all promised to log a ticket but haven’t done. I’ve called today and the lady Sibulele I spoke to was rude- she didn’t now apologise for inadequate service and when I asked to hold on the line while she logs a claim she did not even let me finish she said she cannot hold for that long, asked her to repeat what she was saying and she made it seem like a system issue and dropped the call. I still haven’t received the email she said she will send. And also cancelling a subscription is so difficult with you guys, I call and you tell me you cannot cancel it on your side it has to be done by me?? Do you think I wouldn’t have done so if I could? I’m so defeated.