Telkoms pathetic service

Telkom has charged me a price for a device because I upgraded with them...yet when I spoke to Simagele on the 01/05/2020 she only advised that they will charge an extra R100 per month on top of my normal debit amount.. Today I get a debit of R1330 and I'm told by Patricia that it's for a device I took out in Nov 2019 When I requested to listen to the call that I had on the 01/05 I'm advised I need to get a court order????? I need this mater resolved Telkom needs to refund me and they need to make sure I get that call recording, because you are quick to record the calls but we must go through such a lengthy process to receive the recording??