Poor service

Logged a complaint in November, i was contacted, they called during the course of that day, and advised everything will be finalised, until today nothing has been resolved, got a call earlier today, missed the called and then received an email asking for a suitable time for them to contact me, i rep**** and still no call i see a debit was put through on my account after i have contacted them many days prior to this to prevent the debit. Seems like you only get assistance when you complain