incorrect billing and money disappearing every month end

I have experiencing billing issues with EMS from January this year. You call the call centre and are kept on hold for over 50 minutes. I have asked them to resolve the queries and have not received any assistance to date. When they run their month end processes money that is on the account disappears and never gets refunded. The call centre agents are not even helpful at all. I have not received my refunds to date and no one has even called or assisted in resolving my complaints. When you log queries via email they are resolved without contacting clients and resolving the matters. This month alone I was billed R1600 for sewerage and water which is impossible.