Over billing

Hi I am an ADT customer Acc no MAV00274 ever since subscribing to their service it been one problem after another. Firstly they were double debiting from two different accounts for the same property after this was solved I was assured by Mr RGoveia that I would not pay for November 2015 then a few days later I get an SMS telling me my account is overdue with R200 which I know nothing about as they debited all the money owed to them that debit went through and I still don't know what the R200 is for. Its November now and my monthly premium has gone off. Why am I paying after being assured I would get the month free. In total they took R565 of my money this month. I email Mr Goveia and he didn't respond do I have to cancel the service to get my money back