Complained 2weeks ago and No help!

I made a complaint 2weeks ago about being over billed on the Xplora R799 for 2years deal. I've keep being mailed that someone will contact me from the relevant department but nothing. No one has contacted me. This is getting rediculous. If I phone into the call center they tell me that they can't help me and can't transfer me to that team. They need to phone me. But no one contacts me. Please can someone contact me!! How can a company just take any amount out of your bank account without your consent. Be careful with taking out this deal!!!!