R5000 deducted by Telkom **********ly from my bank, delayed investigation

I got a call from a Telkom ***** department asking me why I haven't paid my contract installments Apparently I app**** for three contracts online in November 2018, I informed the person that, I do not have any account/contract with Telkom accept for my landline, which we don't pay monthly anyway. after asking me to send documents(affidavit and ID) to confirm that I was not the person who app**** for these contracts, which I did send on the 20th of November 2018, I haven't heard anything from Telkom, they tried to deduct R5000 twice from my account, and I have since incurred fees from STD bank for not having "sufficient funds" I would like to have my name cleared and I would like to have a FULL REFUND of the FEES charged to me by STD bank for insufficient funds for debit. Why does Telkom keep deducting the R5000 from my bank if they already know that I am disputing applying for a contract with them? Why is the investigation taking this long? I have been waiting since November 2018