TERRIBLE SERVICE

I called Telkom mobile and Thulebona Nene from Durban branch answered my call. I advised that I purchased a bundle using the Telkom app and it timed out and I attempted to do it again only to find out both bundles were now loaded. I requested that this be reversed and I was advised that the system does not allow anyone to reverse the bundle. I was advised that I operated the app and not them so it's my fault and that a query needs to be logged and I requested to speak to the Team Manager Lunhelo Zikhali. The agent blatantly refused to call the Team Manager and when I advised I do not want to speak to him as I would like to lodge a complaint against him he proceeded to end the call. I called back and spoke to Silindile Magwaza requesting that she call Lungelo Zikhali and she put me on hold for nearly 10 minutes when I subsequently ended the call. Within this 10 minutes she did not answer advising that she's still on the line and why the manager has not come to answer the call. This is PATHETIC service from SA's biggest telephone and internet provider. I would like the second bundle to be removed from my account please.