Telkom is Heartless and Ruthless towards loyal customers

I have been a loyal Telkom customer for years. My bills were paid on time and I even have a couple of products with them. In December 2022 I went to the Greenstone Branch to take out a new LTE data contract. I asked the agent assisting me to check on the system which one of my other data simcards was on a month to month basis so that we can cancel that one in order for me to take the bigger deal. The agent completed the new deal and then looked up the number for the old one that needed to be cancelled. He then asked for my phone in order to assist me with the cancellation online via my phone. The agent provided the number and the cancellation was processed. I never received a call from telkom asking and confirming the cancellation which was to take place end of December 2022. Towards the End of January 2023, I received my invoice with a R12000 cancellation charge on it. Its only then that I searched for communication from Telkom and saw an email regarding the cancellation. I then emailed the agent back explaning the situation but not response. I then went back to telkom and the same Agent confirmed that he made a mistake and cancelled the wrong simcard which is connected to a laptop deal. He logged a call immediately and said he will try to reverse the cancellation. At the end of January 2023, Telkom then tried to take R5000 from my account via Debi Check Of which I did not have and the debit order bounced. The agent called again confirming that he is still busy trying to resolve the issue. Numerous cases were logged and not once did someone from headoffice or accounts contact me to resolve the issue or confirm a payment arrangement at the least. Case numbers are as follows ***3, ***7, ***, ***8. On 28 Feb 2022, Telkom after I had called the accounts department explaning that I cannot afford to pay telkom R5000 at once but can pay R1500, took R2500 from my account and the very next day took another R2500. What about my kids and other bills. How can Telkom be so heartless and just take so much money out of a persons account when it is clear that it was not my fault but a mistake by one of their agents. they were going to get the money over a period of 12 months anyway so could they not make a better arrangement for payment.