No service

At the end of September I phone this company and I spoke to a lady explaining to her I am moving house, my question was can they pause it for a month when I am at the new address then they can reinstall it, she said it is fine. So I asked her to pause my fibre for me, she said I must send a wattsapp message to the company number that she can rember it and I did so. But then they deducted the money from my bank account and I reverse the debit order this month they took double plus interest. Noe I am paying for service I don't use. I have called them and asked about it an this morning send an email and a Whatsapp to them and the owner wife. All that they sent me was we wil look into it. Pleas help