Bad service

Have a cellphone contract with Intellicell was retrenched in February 2018, according to them the account was in arrears and they tried contacting me but I do not have any missed calls from the apparent agents Portia and co etc that tried calling me. I sent them an email in May to query the debit orders and to inform them of the again of the unemployment status but nobody has called and I had to contact them today because they just decided that they will just double deduct from my account because they felt that they could. They do not even give you an option to make arrangements but they make notes on the system that they contact the clients. I want a refund of the extra deductions and for them to make the proper arrangements, on the outstanding balance.