Funds billed incorreclty

We are in a contract where you get Explorer then we pay R99.00 per month. we registered then we were advised that they will debit then deliver the same day. It didn't happen then i called in on the 2015/12/18 case was logged on my behalf as Gugu said they're having a backlog of which they don't advise their client's with. Even today no installer came, then tues the 2015/12/22 R179.00 was debited again without the explorer i called i was advised that they wanted to explain why my husband was debited of which R500.00 paid on the 2012/12/21. Bad service from them i'm so dissapointed as my kids had visitors thinking that they will enjoy i guess we were wrong.