Telcom bad service

I have been a loyal customer to Telcom for more than years ,July debit never go through,I received an sms with the link to make payment, which I did it on the 4th of August, only to find out that,payment not reflecting on their side,I had to make another payment on the 14th of August, I called them to ask them to allocate the other payment,,I have been writing emails to documents with the POP no one is attending to my emails I have reference number to prove that they received my emails but no one has resolved my matter now they send me invoice to say they are gonna charge me R202 for debit rejection fee.im very much disappointed with their service my concern is that what about the payment that is not even allocate anywhere?all pop and bank statement i have sent to you guys.