Client pays for their Error and Management never call back

I changed my contract on the 14 January on the 16 February i got my bill and i had been double debited for January and the correct billing February but this pushed my debit order up by over R1200 after it was supposed to save me money. I logged the query with the Telesale that sold me the package advised management was handling to which no one called me til i followed up on the 24.02 to which i was promised a call back it is now the 02.03 and no call back debited my account after i was promised a credit and help for 25 minute for the retentions department and no one answered.