Unfair charges, unhelpful call center

We have a contract with Telkom to the value of R49pm, and up to now have had really good service. In October our debit order failed, sorry, had some costly car repairs and emptied our account, these things happen, not that we're unwilling to pay our account though, and later in October we went into a Telkom (Mall of the South) store to find our about making a manual payment. The consultant we spoke to who was very interested in getting us to upgrade told us that we don't need to make a payment, our account would simply be debited for double the amount in November. We asked about penalty fees, and she said there would be no penalty fee.

On the 30th of October, my account was debited for R98, no problem. Then, it was debited again on the 5th of November, for the same amount, what? So, we phone Telkom, and we ask for a refund, the consultant asked us to email a bank statement which we did, thereafter, no response. She also told us that we will be charged a R200 penalty fee.

Some questions: Why is that you network providers feel entitled to benefit from your clients mishaps by charging a penalty fee rather than first contacting your clients to find out what is actually going on? When are you going to sort out the double debit order? Why can your call centre personnel not just get things right the first time, rather than forcing your clients to call again and wait on the line for 22 minutes and then 29 minutes only to get nowhere? All this hassle for a R49 contract, really? I am looking forward to a phone call from someone competent who can assist us with the above