Telkom is a bully

I have 2 contracts with telkom, they made a glitch when debiting from my account. Instead of calling me & explaining what happened they've instead decided to block my account after I had spent days calling them. All I kept getting were *********** consultants who kept saying sorry & using harsh tones as if I have no right to be upset. Is this how things work in this country big companies mess up then blame the customer for their mistakes then not have the decency to call, apologize or explain the situation?