Refund/account suspended

I have a month to month contract with telkom, meaning if I don't make a payment I will not have Internet connection, I have been paying my account regularly and I did not make payment for month of July but in August I did make payments for the month July and August on the 18th and again they debited my account on the 31th of August meaning they debited double on the 18th and the third time on the 31th, and they have suspended my account even though they have debit more than they should, I don't have Internet access at point I've been trying to call them but I don't get any help, they told me that my account has been handed to the debt collectors when I ask how they don't give a direct answer or they say I should wait for 24 hours, can you please help me on this matter, what I know is when I pay on the app it usually takes 2or 3 days for money to reflect on their system but when they debited on my account it reflects same time this is what I was told by telkom, it's almost 10 days now but I still don't have Internet access, and this is not the first time it happened and when I try to reach them they are always rude they don't know how to speak with the clients. Could you please help.