Pineapple service

I have been a month now with pineapple And have been told if i do below a 300kms I won’t be charged my full premium I was sent a message what’s going to be debited because I drove less roughly R310.41 however I see the full debit of R500+ was taken off my account. Tried getting hold of them , they say please give us a moment to look into the matter not stipulating an exact turnaround time, the moment was 12 hours ago from now. So if there has to be a claim or emergency do we still wait