When Hybrid work saves costs for employers yet 'birth' rude and disrespecful call center Agents/Consultants

I would have given them a 5-star rating had it not been for one rude Sisanda (***) who only blocked my emails because I insisted that the refund I app**** for should be paid. The sad part is, Sisanda agreed that I email her the PoP for R675 (Sept arrears) made on 20th Sept, which, she claimed is not on the statement, and that, the person who logged the query for a refund, should've called me to let me know. She went on to say that refunds are not allowed at Telkom instead, the excess amount is carried over to the following month, and only the difference is deducted through the d/o. Here is the background of my bad experience with Telkom and their Sisanda. My account owed +/- R1410 which was to be deducted at end of Sept for Oct. This is inclusive of the R675 owed in Sept and reconnection fee. Before paying the R675, I called the call center first and was advised accordingly. However, on the 30th I noticed that R1410 was deducted, meaning I had paid R2085. Then I called their call center, requested a refund of the R675, and was advised to send the PoP. The consultant who assisted me, couldn't see the payment and I had to explain where it was on the statement, which is pg7 of 9. She further mentioned that it'll take at least btwn 1-14 working days to be paid. I then tracked the status/progress of my refund on Telkom online which was always -R675 and that a refund has been app**** for. That was until on Monday, 07th Oct I realized that my account owes R201 then I phoned Telkom only to be assisted by Sisanda. After insisting on being paid what was due to me, she said she'll call her team leader who did not pick up his phone. When I asked her to walk to his office and I'll hold, she said she was working from home and could only contact him through a call. She also asked if I would like a call back to resolve my query,and email her PoP. Today is the 09th, I need that R675 for my children lunch. They'll debit my account.