No response in 5 days!

I have a contract with CellC and was double billed for the month of January, my account is a StraightUp 200 account - Bascially topUP. I emailed their customer care line on the 31 Jan 2015, as soon as the debit went off, received an automated response and then nothing else, I emailed again on the 3 Feb 2015 and still no one has contacted me via email or by calling. I am a first time CellC member and honestly I am appalled by the lack of service, seriously how long do I have to wait for a response. Is anyone working at their customer care centre??