SERVICES FAILED

i have been a customer with Telkom for the past 6 years and i am reaching my wits end with this people. for the past 6 months or even more i have been having billing issues and every time i try to fix it Telkom finds another way to charge me a failed debit order fee of R 202.74. Yesterday (19/01/2024) my wife and i called into Telkom to find out how and when now again our account went into arrears AGAIN... we spoke to a lady who was so rude she basically told us to keep quiet and listen to her as we have no idea what we talking about yet it is our account being influenced because no 1 can be straight and give us the correct information. first we were told that we have to make an EFT 7 days prior to the debit order date and then we were told that the payment has to be made 10 days prior to the debit order date which is on the 05th of each month MIND YOU. so yesterday when we called and spoke to this rude woman she said 10 business days and didn't listen to a word we had to say. then we called back in the hopes of speaking to someone else who would assist us. we got through to Siya he advised that if we made the payment the next day which is today 20/01/2024 to the amount of R825 the debit order wouldn't go off and we would have time to find out why the debit was failing all the time. we then made the payment of R826 on the 20/01/2024 @ 07:48am and yet @ 19:13pm Telkom attempted to debit the account. bear in mind my debit order date is on the 5th of each month and today is only the 20th!!!!!!!!!! now not only does my bank charge me for a failed debit order fee, Telkom will now also charge me for a failed debit order fee of R 202.74. my wife and i called in to Telkom again and spoke to a lady by the name of Faith she empathized with us and advised that she will be escalating the issue due to the debit order being taken early and we were not handed over to collections, she also mentioned that she would send a case number and a reference number which she never did, so we called back again and spoke to Thabiso Mkhize @ 19:42pm, he advised that Faith had never logged any case and there was no case number and no escalation was made. He also tried to shift the blame and say that it wasn't Telkom that debited our account it was collections but minutes prior to that Faith advised we were not being debited by collections? so who am i to believe when i call in with a query how am i supposed to have confidence that my query is being handled when the incompetence of these people employed by Telkom are being paid with my hard earned cash i pay every month for a service and i cannot depend on any of the services being rendered... my Reference number for the call with Thabiso is ThabisoMkhize19H42 or so he said. now not only did i do what i was supposed to by paying 10 business days before my debit order date which is the 5th, my account was debited *****ulently 11 business days before the time. i have now been charged a failed debit order fee with my bank and also with Telkom and for what..... when the account wasn't supposed to be debited in the first place. this has to stop because just like all those agents being paid to give me false hope that my query is being dealt with i also have a family to support and the cost of living these days are not cheap. i did the EFT so i could find out with my Bank why every time the debit order goes off it returns to my bank account and still i get penalized for trying to do the right thing. When i asked how do i request the transcripts of my account i was referred to a branch and when i get to a branch they put you on the phone, so how does that even work. when i can save on travelling and call from home???? Telkom cannot just debit my bank account at random when they feel like it and if i was handed over to the collections department why wasn't any contact made with me to make arrangements or to request payment to be made? noooo my account just gets debited all willie nillie. this issue for me has to be resolved and i DEMAND feedback due to the lack of consideration and accountability taken. i have been given the run around by 4 different people over 2 days, which is utterly despicable. i am surely taking my business elsewhere if this isn't going to stop.