Poor communication and over charges

I have requested Debt clear SA to assist me with the removal from debt review

I was charged R2000, I made arrangements to payment of R500 per month from October2024... January 2024was the last month for the payment but to my surprise R500 was debited on my account today 15 February 2024

I have been trying to call them from the numbers they provided but I don't get hold of them, I tried to send WhatsApp texts they only tick once, I sent emails I don't get any response.

I don't even know how far they are with the process of the removal from debt review.

Reference number is CW ***