PILLAR TO POST RESPONSE

My debit order was changed without my consultation and I called the VAF call centre and was advised that an amount was deposited to my account which i had no knowledge of. I then requested the consultant to investigate and come back to me. She informed me the query will be dealt within 2 hours. Since the 25th June I'm still waiting for that call. I then escalated the matter by submitting the query online to actionline email, the first email reply advised me of the turnaround time, the next response was I must contact the vaf department. I need clarity on the matter asap