Terrible customer service

Telkom instructed collections to debit my account yet I'm not in errears nor am i owing them, i have been trying to sort out out this issue and have them refund me with no success, each agent i talk to tells me different stories and when i ask to speak to a teamleader they tell me no teamleader is available. I've asked to log a formal complaint and they tell me they are not allowed to raise complaint. Telkom keeps making me pay an amount of 202 over and above what i should be paying even though i pay way before my debit date which is the 10the of each month. The last call i made to telkom was on Friday, spoke to 2 agents before i could speak to a teamleader, that teamleader(teamleader name Khoza F) promised to call me back of Saturday the 7th of December and he never called nor emailed me about the issue I'm facing. Telkoms service is terrible . i have 3 contracts with them plus insurance but they keep treating like a non paying customer.