Why is telkom randomly taking money from people's accounts without invoices?

I was speaking to Khanyisile Feli, on Telkom's texting digital platform to resolve a query on an unauthorised debit on my account. Khanyisile Feli disconnected without even notifying me, when i was asking valid questions concerning the money taken from my account and the charges incurred thereof from my bank account because of this unauthorised debit. This was completely unprofessional and rude. Khanyisile Feli informed me that i need to wait until the money gets to their accounts for them to even think of helping me.

In my mind as a customer, how are you unable to see a payment request that you created to debit my account?

Khanyisile Feli then deferred Her/Himself from any responsibility by say that He/She cannot do anything about it, the back office is the one that deals with this stuff.

Who is this back office guy that all this telkom people are always talking about, when i make my monthly payments, do i pay back office or telkom. Can one person just take responsibility and stop passing customers around like we have nothing better to do with our time.