Overcharging AND Idiots working in call centr

I noticed I had been charged on my statement for something I was not supposed to be when I called in the guy said I was not charged and I then requested he send me the statement he was looking at because the one I received had charges.That was at12:45 its now 19:15 Im still waiting for that email so I can dispute it which is essentially what I was trying to do earlier but he argued with me.WHAT A }*}EUR}!~]*!!!Now I have to call in again and wait5minutes for my call to be taken only to explain situation again and then hope to have it resolved