No pure joy as they say

I called this morning regarding what they had debited me yesterday which was not what was agreed on and didnt expect that, spoke to eric and he kept on putting me on mute without any knowledge of their products, i was charged extra R149 described as \rica change\" i think, Eric advised me that it is for delivery and on their WEBSITE it shows that delivery is for free and i advised him of that, he then said they charge you that if you're a second time customer or existing client i then ask why would they do that and i wasn't advised of it? is it on Black and white? It has now been hours since I was promised a call back. my phone bill is in the hundreds as i have been calling them. Can anyone who has knowledge assist me, can my 149 be credited back"