Terrible service experience

I have a account with Telkom with a fixed monthly premium of R807. 00 and tday on the 21/02/2022 I received sms that my account will be debited R1022, I called in to find out why the guy who was assisting me dropped the call and never came back to me, and I went online to request a call back and I was called when I explained my query caller told me to hold on, after a long hold on she then told me she can't see what's the problem and said I must request a call back again. That frustrate me and disorganizes me because is not within my budget.