Feedback on why my account is in arrears

We called out Matrix to help assist to us in boosting the battery of our vehicle. We were told that we have 10 free callouts a year to the value of R5000. R500 per call out. I was then debited R399.99 by Matrix on the 31/7/2020 not including my monthly instalment of R270.70 on the 31/7. When my husband called to query they couldn't explain why we were debited. The lady whom he spoke to also could not see what the R399.99 was for. We demanded a refund and was told that unfortunately they could not do that from their side. On the 3/9/2020 I did a reversal via the bank, because they did not come back to us or refund us. Now our tracking was disconnected and we are told we are in arrears. I need to know how were are in arrears if the premium has been going off each month? We paid cash R3550 to purchase the MXR Version unit on 8/7/2017 to have it installed. I will hold Matrix responsible if anything happens to our vehicle because of their incompetency.