Incorrect billing and very poor service

On the 31/01/2015 a debit order of R4 400 went off my account. As my average monthly payment is between R380 and R450 ...I was in a total panic and contacted the CEO secretary Viv who passed my query onto Angela in accounts. She in turn handed the query to Sebastien the technician. Each one promised to get back to me the next day but I had to re-call them and still received no solution to the problem. I have since sent a lengthy e mail to Head office ..received a reply that said I would be contacted in two days. IM STILL WAITING. My phone has been cut off and my account handed over but the inquiry is still in progress.???