Rude agents and financial implications

Good day. I have a complaint with telkom mobile. On the 10th of Nov 2022 I did an upgrade of which the order took long to be processed. On the 24th same month i called them asking why are they not deducting and they said they will deduct in Dec. On the 30th i realised that my airtime was finished and therefore bought airtime at the tuckshop which did not load. I therefore asked someone to buy me airtime on their side it also did not load. I was transfered from 10213 to 081 180 back and forth, then they said my contract was changed from top-up. I explained that the consultant never mentioned such changes as my contract has always been on top-up. I told them i dont want extras and the consultant that they cant make changes at that time but then decided to change my spending limit from R0 to R20 and i recieved an sms confirming the spending limit. On 29 Dec i called again asking why am i not getting feedback about my request to change my contract back to top-up, they said they are resending the matter to the relevant department and i also got the confirmation sms with ref number ***3. On 30 dec 2022 i called again and I was also told to send email about my complain which i did. To my suprise they did not deduct in dec as they menstioned. Today i called again after recieving an sms saying i owe R1352. I spoke to Samkelisiwe who still gave me attitude as i told her my frustration with the company. I explained everything to her all she did was say she here's me but its not her problem as "ppl did what they did and now im calling her with problems" , i asked her what should i do with the airtime vouchers which cant load on my phone, her response was " i dont know, you can do whatever you want with them because you bought them without asking anyone". Who was i supposed to ask? Should i always call telkom if i want airtime? Is it my fault that i was not told that my contract was changed hence i bought airtime to load it? Is it my fault that i wasn't told that my upgraded contract wont allow me to load my own airtime. I really angry with the service telkom gives its customers. Is there a way of reporting them as they are implicating me financially for their own unprofessional behaviour.