Telkom debit order charges

Telkom Fibre complaint (***)

I missed my debit on the 25th July, but made an EFT paymnt on the 4th Aug 2023. When I checked my telkom app the payment was not showing so i called Telkom Fibre line and spoke to a lady named Matepello. She refused to give me her surname.

I then asked if she could see the payment I made via EFT. She advised yes, that's when she told me that I get charged extra for a debit order that is not successful.

I get charged R211.00 for a debit order if it was not successful. What bull**** is that. (This is very convenient for you the business) When I asked agent Matepello to cancel the debit order she advised me she is not able to do so. Her system does not allow this, the only way is for me to miss the debot order again and then it will not run again the next month - but then i will be charged and I will have to pay double that amount!! How is this fair?? Matepello was very rude, as she kept on making frustrating noises, and when I called her out o it she made as if I am not hearing correctly, she even lifted her headsets so it was quite for a few seconds and she could still hear me - as I was saying that I was put on hold or mute as it was just very quiet, She went as far as to say, NO mamn I have not put you on hold, but She did notsay what she was doing. I asked jer to get a manager seeing that she could not cancel the debit order. She told me they woking from home. So does this mean I cannot cancel my debit order and that no manager is working or able to take clients calls?

I cannot afford extra cost at all, and yes I know that I agreed to the debit order, but everyone has financial difficulty right now, I still managed to make the EFT payment - this showing my willingness to honor my debt. But now I am asking that going forward I will like to pay via EFT to avoid this extra charges, and I am being told its not possible.

So you would rather let me cancel my whole contract loosing me as a paying customer than just cancelling my debit order and keeping me as a paying customer.