ADT Accounts Division Is Useless

So we started dealing with ADT just over a year back now and we have a debit order that goes off my wife's account every month, so later in the year 2017 there were some issues with the debit order and they were doing all kinds of takeouts from her account which we seriously were not happy with and there was extra payments that they took and then in December they tried taking out extra money which confused the heck out of us so then we were like no, we need to get hold of them and see whats happening, so in our efforts we managed to speak to a guy by the name of Silas, so then Silas explained the December one saying its a yearly radio fee, which were not told about when signing the contract, so after numerous mails back and forth I kept asking Silas what the process would be if we opt to rather make manual payments every month, I did not get a response on my question (I have all the email trail proof) he passed it over to another person Ramadimetja asking to assist with the account query, that was the last we heard and we carried on with our lives, so last month our alarm tripped and they called us to find out if we ok and we did the process and went on, then the next thing we get a statement saying we owe them over R4k as they have not collected the moneys since February, all confused we went back to pull statements and one of them decided to stop the debit order without informing us, then my wife called and spoke to a lady by the name of Johanna and this call was made 4 times and each time Johanna said she will get her supervisor to call and we never received that call, number 1 - there was no confirmation that the debit was cancelled and how can you cancel a debit without notifying a customer, would I not want to know where to pay it, the account details, important info to me but I guess not to ADT, number 2 - how can they give us 6 months of service without no one noticing we have not paid and calling us to find out, what is the accounts division there for, number 3 - why are they avoiding us and not calling back, cause they have no proof that any correspondence was sent to us regarding cancelling the debit. I am not willing to pay that bulk amount, this was a royal mess up on their side and they are ducking us cause they dont know what to do and they probably expecting to just debit our account and all will be well, thats not gonna happen by a long shot. All we are asking for is for someone to contact us, someone to advise us, someone to tell us the way forward. I urgently need you'll to contact my wife and she has spoken with Johanna