Telkom I want my full refund !!!!!

On the 27th October I was advised by one of your consultants that if I make a direct payment via your portal I will not be debited. I asked this question repeatedly and inform her I cannot afford a double payment. After reassurance I made the payment. Lo and Behold, you still debited my bank account on the 28th October. Now when requesting my refund you passed a credit from the additional amount for the instalment due end of November and only refund me the balance. THE NOVEMBER PAYMENT IS DUE END OF NOVEMBER and should not be deducted from the double October payment as I was ill advised. This is utter nonsense. If I was advised properly before the portal payment I would not have made it. Your consultants do not understand and are not very helpful when I state that I want this escalated. Telkom can you please give me my refund as due to your *********** staff I had encounter a lot of financial stress during these past few weeks.