very poor service from Telkom

Firstly telkom neglected to debit our account for the monthly fee and then cut our service and could not give us a reason for the non-debit and neither confirm if the debit order will go off as at end January 2015. we were told to visit a store which we did made a cash payment and have the services reconnected that was on the 26.01.2015. since then we have had no internet connection tried calling the call center and hold on for hours to no avail. we eventually sent an sms reporting the fault received an sms back to say it will be resolved within 3 days, needless to say that it is 9 days already. we were still unable to get through to the call center to find out what the problem is visited the Telkom store at Westgate still to no avail and guess what the debit order went off. not only are we 2 months in credit with telkom but have no service and dont even know what the problem is. our reference nr is 981crk290115. this is just not on and we are forced to look at neotel as our service provider but the next question is will we even get reimbursed for days of no service and our advance subscription will it be refunded.