Shocking service and unauthorized debit order

I received an SMS from MTN stating that my monthly debit order was R3000 more than it usually is. I sent an email to *** on 28 March 2024, querying the amount. I did not receive any feedback; on Saturday 30 March I contacted the customer call center and was on the call for 20 minutes, the lady that assisted me stated that my debit order was as normal at R1693.94 however I was debited R4693.94. I then sent a follow up mail to customercare on 3 April, querying the amount, I sent a third mail copying in ******** and I am still waiting for any form of response or feedback. This is absolute poor service, and I am out of pocket of R3000. This was not authorized by me and done in error, and nobody gets back to me. I want my money returned to me today.