CAN YOU CALL THIS SERVICE???

On 29 Dec 2015 I was debited R2 569.02 & yet I have a fixed contract of R669.00 monthly. I was advised by the call centre I bought data bundles for the diff of the amnt. The consultant then confirmed I will be refunded as this was *****! I DID NOT PURCHASE these bundles & I've had nothing but hell trying to get itemized billing which I was told I must pay for to date I've received NOTHING! I've been given ref. no's ***, ***, ***, ***9 & various others & yet NO ONE can help me getting this resolved. I WANT MY REFUND & confirmation of the Investigation done regarding ALL MY DAMN QUERIES! I was also told on 06/01/2016 my query was investigated & resolved. Investigated how?? I've heard nothing about any sort of resolution and I've yet to be refunded. Every time I call I have to start ALL over explaining my query just to be told I purchased data bundles which I KEEP TELLING YOU I DID NOT PURCHASE! Your customercare has been of absolutely no help either as I e-mailed them 05 Jan and got a response 18 Jan asking me to explain myself again and yet I provided all the ref. no's and cell phone no. on my original request! Should I just change providers or go to the papers