Metrofibre *****s money

End of May metrofibre debitted two amounts of R499. They sent an email apologizing and requested that I reverse one debit order. I have done so and recieved an email stating that my account is in arrears now and that I now owe them doubble the amount again end of this month. I am recieving no answers and nonody is even trying to rectify this. I am waiting online for hours for someone to answer just to transfer thr line where I wait again for someone to answer.