Very poor client service / Money taken from my account

I write this article because my query has not been resolved and up until today 02 October 2018 no one called me as promised. The reason money went off from my bank account for my Telkom cellphone contract. I realised the amount is significantly higher then my normal monthly amount. On the 27th of September 2018 i went to the store Port Elizabeth Greenacres to query this, and i was told it was a penalty fee that went off with my monthly subscription and that i should call 180 Telkom Customer Care number. I also realised that my email account was incorrectly captured thus i never received any statements, i had to correct it in the store. My debit order date being 25th of every month.

I called the number 27th September 2018 at 16h56, spoke with Tina Mndebele, she advised me to go back to the store to query this as the contract was done in store. I disputed this and she insisted that i go back to the store. I had such poor service from her, after the conversation she just kept quiet and i was forced to drop the call.

I then called at 17h53 the same day, spoke with Anneline Govender, i advised her that I'm a client since Feb 2017 and she informed me on system showing only from Jan 2018. I gave my invoice nr to confirm that ive been i client since Feb 2017, she in turn place me on hold and the call went to the rating services, call dropped afterwards.

I again called the same day at 18h02, spoke with Tembikile Modise. She advised reason why this penalty was imposed. I informed her i have been a client since Feb 2017 and this never ever happened, as 25 March 2017 and 25 Novemebr 2017 was on a Saturday and the deductions went off on the Saturday. For the first i heard that if Telkom deducts and the money was not available then Telkom penalises a client, the penalty amount equated to R202. However in March 2017 and November 2017 it was not Telkom that deducted, it was the collections department thus no penalty was app****. Yet I'm paying one amount every month to Telkom. She promised that her team leader was going to give me callback the same day, up until now no call was made to me.

This is very very very poor service, money was taken.