Game bad service ****

Game is a **** received my April statement and it says a owe R6000 of which I do not know no purchases made on account last payment was Feb R700 balance was R5900 instead of R3144 March gave them banking details to debit from my account no debit was made now statement says I owe R6000 what happened to monthly monies paid to that account since 2018 that l pay monthly when l called in was told my account was changed from revolving to 36 months hence balance is more, my question is can changing plan add fees amounting to R3000 more,. Not happy with their service asked them for ombudsman email there said there isn't one available the lady was rude and never gave out her name..