Is this just plain theft?

Highly disappointed. I have been a loyal Rain customer for years now, without much issues, and the ones that were there were understandable. But then one day they debit an amount that i do not owe, on a date that was never confirmed with me. I have reached out to their customer care to only be sent from pillar to post. One agent tells me they have processed a refund and will be in my account 5 to 7 business days. The money is not refunded. I follow up and they say it will be paid within 48 hours. It is not refunded, then when i follow up again they tell me it has been refunded? Ive sent through proof showing that the money has never been refunded into my account. Phoning in again i am told that it is due to outstanding fees as i did not pay in February, i tell them the time, date and amount that was paid in February, and after a long discussion the customer care agent finally advises they can see that i did make the payment, but then they tell me i owe another R820??? To clarify, this is not my subscription cost, for all the years i have been there it never has been and if the prices had changed i was never informed of this. Its very clear that the outsourced customer care team clearly have no clue what is going on, and clearly feel no need to assist either. Having money ********ly and without consent debited from my account is theft, yet trying to get the money back or even a returned phone call is impossible? At this point i feel like the only next step is to go to ICASA? How can it be so hard?