Terrible customer service

On the 28th of August I received an SMS indicating that my account is in arrears, of which I have no recollection of since it was never indicated to me before. An amount of R1577 was to be deducted from my account via Debit Order, according to the SMS, which is not exactly a little money.

I mailed the accounts department to find out what exactly is happening the following day (the 29th of August), to which I still have not received a response. I then contacted the accounts department numerous times, only to be met with an automated response saying that their agents are currently busy. After 9 attempts later, someone eventually answered, an agent whose name I cannot remember and was told that they have received many calls regarding the same issue and that I should mail the accounts department (which I have already done).

I paid my account via EFT 5 days before it was scheduled to go off via debit order (1st September) with my full invoice amount of R678, with an immediate payment so that the amount instantly reflects. On the 1st however, I was debited an additional R220.80. I have no idea where this extra amount stems from and after another mail complaining about this, no response was given and I still cannot get through over the phone as the agents have been busy for the last few hours.