I logged it and no feedback

I called in a week ago to complain that i was billed for a transaction that i don't have the good for. i was billed R414.17 on my account ans as per my knowledge when i was at the store they were offline and it did not go through. i called and was told it will take a week for the mater to be sorted and up to now i have not received a response up to now. don't know what is worse the service i am getting or the water shortage we are having