******** deductions and incurring their own penalt

Telkom deducted more than the amount for my contract ,when i called i was told that they would get a manger or someone from the accounts/billing department to contact me and this never happened so i decide to call after a few days that was Monday the 04th Jan 2016 i was told that the initial case was never even lodged and then i was informed the funds would be refunded into my airtime to which i declined and they advised they would pay it to my account after investigating then i receive a call on the 06th at 07:29 advising me that the extra deduction was a charged because i didn't qualify FOR THE DISCOUNT because my contract was expired on the 01st Dec 2015 ,this was never part of the contract agreement and this was the second contract how come i was never charged extra after the first one had expired because i went in long after the expiration date to take out a new one ,all i want is to be refunded