Unauthorised deductions. *****, Insulting Service

This month ADT deducted a few hundred rand from my account without any authorisation. I have been told that this is because I had more than 4 call outs. (Think it may be load shedding related when power goes off and on) I would never agree to a contact if there is a cost for a call out. I have phoned a few times a day for 10 days. I get placed on hold and then cut off generally cut off. I have e-mailed a dozen times and not one reply. ADT refuse to let me have a copy of my contact that allows this deduction.