Unsolved money disappearance

My husband and I recently subscribed to rain internet service provider with a monthly subscription of r479 for the first 3 months and were later charged r699 per month which we found to be a lot, we called to find out why we were being charged that and they said we upgraded to the r699 per month subscription. We do not remember upgrading to that amount, well we then told them we want to downgrade to our previous subscription and we were told it would be effective as of the 1st of April. As if that was not enough an amount of r1000 was deducted from my husband's bank account from nowhere and it was not even their day to deduct, when the company was called to find out why the r1000 was they could not give us an answer as to why it was deducted and they asked us to call them on Monday for further investigations and when we call no one wants to speak to us or my husband we are put to hold up until airtime runs out, I'm very disappointed with rain taking peoples money for granted... Monies we work so very hard to get, poor poor service on their investigating team as well as from their consultants