shocking service and a huge dent in my bank account

I’ve had a monthly rental agreement with the mini lease department for the past 3 months ! I currently have R27 525.61 with held in my bank account and an additional R11 775.99 that was debited from my account on the 16th. I have been asking for clarity on what is going on and why I have to have my credit record compromised, sit on a negative bank balance and no one can justify or confirm why the money with held and debited is higher than the agreed rental amount. I have sent emails, called and have been begging for people to follow up and provide feedback from the 10th of January. All I get is dismissive responses like “Please direct your query to the correct customer care box for further assistance: ********** and this when I have dealt with 4 different individuals! In addition, I get told I must wait for 24 hours and this after begging for feedback for the past 8 days. This is just shocking! No one is “trying hard” to resolve this.