Communications...dont try to debit me

Firstly discovery tried to into our account unauthorised to debit r7600 without informing us they need to do a keycareincome verification.no phone call no message just an email that went to our old email address. It shows how they keep in touch with their clients.tried calling them was a mission first spoke to nosipho not any help.call dropped she didnt even bother to callback .spoke to another consultant he was helpful corny called in to check they received my docs spoke to norma..wow..wow...this lady heard my frustration and promised to call back we waited that call never came .my husband called only to be told we must pay R5100.received a letter we must pay r7600 wat da hell is going on ?? As for their lines we waited 15 mins for da consultant to answer. My problem with discovery is their communication is not update. The agents need to go back for training as they arent fami**** how to handle questions or queries i will be escalating this matter to my attorneys and ombudsmen