Poor Service : Account billing/ Debit order (taking money that was not agreed on)

Poor Service: Account billing that has not been sorted for the past month : I started calling them the moment i saw the new debit that will be debited in my account that was on the 24th September 2024, up until today my account has not been rectified, I was debited the said amount and no one is willing to take the responsibility of this mess, they are telling me they will credit my account of which was the thing I was avoiding in the first place, how do i trust them with my life if they can't fix a simple debit order? I have since requested that they cancel my subscription of which I was told that I must pay a cancellation fee, how does one do that if the error was not on my side? I don't trust them anymore, they even taking long to answer calls, their cancellation department is none existent never answering, i guess it's because they know that clients will want to cancel their accounts, but sales and upgrade call they are quick to answer i tried it and proved it correct. Please make sure when you upgrade your contract, the cancel the old one or else you will be in the same boat as me, as i was told that the old device was not cancelled, who's responsibility is it to cancel the device? If i was working, there i would have done that but I couldn't as i am not working there.

just be careful!