********** debit orders and shocking service (or lack thereof) to get things sorted out

Earlier this year Cell C started debiting my account **********ly as I didnt approve any debit orders - I have been emailing Cell C to just give me a letter confirming I did not open the account so I can clear the mark on my credit history which is now affecting a home loan application. They first responded saying we received your query please resend all documents, which is ridiculous because I sent them and now since Ive sent them again still nothing back even after following up. You also really struggle to get through to speak to someone because the telephone system is pretty much set up to only work for people that have current contracts and you need to give a phone number to proceed or you can go through to new contract sales - its actually ridiculous and this service is shocking. What I also don't understand is how they continue to debit your account after you dispute the first debit order through the bank and then dispute 3 more and they still mark you in arrears which now affects credit record - absolutely shocking