Telkom Unprofessionalism

Why does Telkom provide so much bad service. They debit amounts that their own consultants cannot explain. We agreed that they debit R99.00 every months but unfortunately they debited earlier and the debit order bounced so they are charging R220.00 for that. When I ask why, even consultant cannot explain it and when you phone customer care I waited literally for 45 minutes. Telkom used to be the best i don't know where is this coming from. I'm disgusted by their client service.