No response after 3 calls

My internet contract expired at the end of February. It was R99 a month. I capsules go over by R50. The last account was R279 and was debited my my dad's account. The first time I phoned I was told a reference number would be sms'ed and I would get a response within 2 workings days, which was suppose to have been last week Wednesday. This did not happen. I phoned again and was told my query had not been dealt with yet. I phoned last night and was told it has been escalated and I would receive a call or email today. I have phoned 3 times and still nothing. There is no reason why for account the account to be so high. Email me as my dad doesn't know much about it, just that too much was debited.