R10 000.00 back to back charges

Upgraded 2 contracts 1 phone and a 2 gig data line in Dec. 01/02 the data line was barred and when I went in I was told that I had gone R100.00 over and data for the new month was about to kick in. This took about 24 hrs and everything was fine until they debited my account for R11 876.58 on the 28/02. I contacted them to let them know they had added an extra R10 000.00 in error, was told no mistake data usage was R9 623.76 excl. I raised a query and was told that they would send me the URL's. A few days later I was contacted and told pay or they would cut. I said I was waiting for the URL's I was told that they could not supply the URL's she was looking at the itemised billing (the item bill I rec said 0.00) I owed the money pay or else. Also informed that the Feb bill was around R10 000.00. The 2 contracts are on 1 acc so both lines were barred 1 is a work line. 04/03 got some help from Tshapiso who said pay for the work line and log an exclusion every month. The URL's were also req. and I should have had them by 20/04 latest. The line was blocked today and they will not log an excl. and I have been sent a form to fill in to req. the URL's. Asked for Tshapiso cut off 5 times