bad service

my debit goes off 15th of every month which was never skipped however on the month end of October i was debited approximately R1300 for the contract, on Monday the 02nd October i contacted cell c customer care to notify them and enquire about the debit and i was told the debited money does not reflect on their accounts and i need to send a bank statement of which i did, i never got feedback until i call again on the 09th October to be told they are still investigating and will be contacted soon, i am very disturbed by the fact of being given a mushroom treatment, no feedback at all please fix this and the format of the statement is unreadable please fix it