Telkom debit but don't provide what they debit for

Debit transaction went off but service suspended, how surprising. I'd assume service is eligible for suspension if the payment has not been received. In my case there was a debit transaction that went off, both sms notification and also bank statements confirms Telkom went into my account on the 25 as per initial agreement when taking out the contract and debited my account but my data has not been allocated. When following up I'm told I did not pay, I did emphasize to the agents assisting me that I have both sms and the transaction appears on my bank statement. I'm really frustrated to get such an inconvenience from a reputable establishment like telkom. Telkom agents have a "it's not my problem" attitude and with the current work from home situation we are in, it's really inconvenient. It's like they ***** from clients, how can you take money but not provide service. It's been 3 months since I took out this contract but already being subjected to this kind of negative treatment is just not on.