Waiting and waiting

I have been waiting for cellc to get back to me for days. In June I had a family emergency I had to deal with(couldn't pay for June) on the 7th of July I made a payment arrangement via the what's app channel, it was successfully recorded. But cellc kept on debiting my account and resulting in to bank chargers of R1300. End of July I had to pay those bank charges. Now I short of 1.3k because of cellc. Now I made requested another payment arrangement so end of August I pay double. But I'm waiting and in the back ground cellc is debiting my account. And my account is already on -R330.

I've never missed a payment and I've been using cellc for years.