Telkom Doesn't sympathize with clients

I was involved in a car hijacking and I was no aware of the implications I will be affected with and as ********** transactions affected my ability to effect payments to my accounts. My Telkom account was affected and when I took my contract with Telkom it was not explained that every unsuccessful transactions will charge me R202 plus I am no longer working and I explained to the consultants on the phone they advised that I write an affidavit because of the case number the Police officers endor*****t proved it was a genuine case, but the customer consultant said Telkom would not listen to my escalation and *** tried to assist and mybe escalated the matter I am getting sms that my service will be suspended. I feel making direct payments has proved I love my account. If Telkom doesn't want to assist me I won't be able to attend my online couse I have started I can only make payment to the Normal R468.00 contract that I joined with them more than that without an income I won't be able to keep up with the payments and I will have to forget about my studies fail because Telkom would not sympathize with the situation I encountered. In a country that has a high crime rate I drive my car as an uber driver we hijacked, killed on daily basis and the police woman said to my face the crimes we report are too much and they are overwhelmed. I understand, but Telkom laidy said she is adamant that they won't care they want me to have read the fine print in the time of the incident call Telkom first not the tracker because they will not assist if I didn't do that. And to be honest I am trying to keep this account I need them to be sympathetic. To me my email is ***