No response

At the end of January 2019 I was debited R1000 extra. I sent numerous emails with no response. Tried calling on numerous occasions, when I finally got through, I had to verification of income. All paper work was sent and followed up numerous times. Friday I got an email saying they do not know what is my query. This is ridicous, no calls, no email response just being debited for no reason. I was notified I had to do income verification and was debited with no warning.