Pathetic service and incorrect billing

I paid a deposit of R1000 on the 2nd of April 2020. On the 4th of April 2020 I was on -R381. How so? How can I be on minus R381 in 2 days. I spoke to a consultant who did not know whether he is going or coming. She eventually told me that she is working from home and I should write an email to her explaining my situation. Is this a joke that I should write to someone who cannot help me. I wrote it anyway and I still have not received any response from any one.