Telkom made a stop order without approving my request

I went to a telkom store in Vincent East London to check if I could be able to get a phone on contract they lodged a case and I was never approved, now months down the line I get a stop order that R716. 75 TELKOMMOBI ********** ********** 987777 was taken and reversed back on my account. I called to ask what was happening each consultant who helped me kept referring me to the other then I went to the store physically the lady who helped me took my ID to check n said in response "no payment has been made to us, there was no payment transaction made"