NO INTERNET CONNECTION BUT I HAVE BEEN DEBITTED

Hello, ***

I have a bad experience with Mweb. I was debited on the 1st July 2024 and my WiFi has been cut on the 2nd July. Till date i have no WiFi services at home. I have called many times but they always give me stories. They tell me something about a refund and reconnection , i have submitted relevant documents but nobody has gotten back to me. They also tell me that my payment has been submitted on the 12th July according to my Mweb account statement and they ask me for another payment as they have submitted a new order for my WiFi to be connected. My question is what did the money go for on the 12th July and why do i have to make another payment. Every consultant gives a different story , please assist ASAP. Kindly assist as i am very upset with Mweb and there poor customer service.