Unauthorised debit order ( Poor Service)

Hi , i took contract with Telkom which i was debited with extra instalment in March. when i call them they said the can see my account is on created i should phone after three month after taking the contract . on the 4th of July 2019 i phone them again and got a reference number ***1 they said it will take 72 hours to resolve my issue, after two week i called again because the issue was not resolved, the story from the consultant change to they are still investigating . On the 17th of July the close the case without me getting my money back i am still waiting to date. I missed my DR check-up because of Telkom poor service.