Bad service

I phoned Mweb to have my service moved to my new address. The lady I spoke to, told me there was a charge for the new accessories, which I don't have a problem with. I then asked her if the money had to be paid on delivery, and she said no, it would be added to my bill. I was happy about that, as I explained to her that my phone was broken (it had fallen in water), and I couldn't access my bank, as the app was on my phone. She assured me that the cost would be added to my account. Within seconds of her putting the phone down, I got an sms and email on my tablet, informing me that a debit would be done on my account within 2 days. I then called them back, but couldn't speak to the lady, but the gentleman I spoke to was very helpful, and told me that he had sent her a message and asked her to call me. She rep**** to his message with a thumbs up. She never called me back. I also asked him if I could speak to the department manager, and he informed me that he couldn't put me through, but he would log a message and the manager would call me. Surprise, surprise I didn't receive a call from either the manager or the lady. This morning, I called Mweb again, and asked to speak to the same gentleman I spoke to yesterday. I told him that nobody had called me, and explained about the sms and email. He checked the account, and said..... Ma'am, your account was debited yesterday. I was furious. I was told that the cost would be added to my account, and had not given them permission to debit my account. I have still not heard from anyone at Mweb, and it is now 19h50. How do they keep customers if their service is so atrocious.