Debited but no internet access

Hi, I need help with Reference Number: ***

I wanted to cancel with Rain because we had not had any internet access for weeks. I was told on a call that the tower closest to me had been down for some time. I agreed to retract my cancellation on the below understanding:

1. My debit order for the end of November will only be for the days that the tower was not down. The consultant was supposed to track the tower and once it was fixed she would call me to inform me of such as well as how much my debit order would be but this never happened, instead a debit of R395.77 was attempted on my account 2. I already had a R100 credit on my account as compensation for a mess you people made in October when you debited me 3 times 3. As a retention measure, I was sent an email offering 2 weeks free access if I retract my cancellation

Now, with the R100 credit, the 2 weeks free access for retracting my cancellation request plus the fact that most of November the tower was down, please explain the R395.77 you tried to debit me?