Billed Twice and the blame comes to me...

I have never been so disappointed in my life like now when I am using Explora, I have been billed twice and constantly switched off and on after calling. I called last night on the 07 April 2019 and I spoke to a lady by the name of Nicole and she sent me to call price lock numbers of which they were not there. Please help me for ONCE as I am getting tired of calling.