*********** call center staff don't know what my charges are for

They are ok at answering calls, but the call centre staff don't know what is going on. I cancelled my line as I had to move and they just deducted R1491 off my account. No call center staff could tell me why and I still haven't received an invoice. Apparently there is a claw back fee, but they can't tell me how much the claw back fee is or the reason for it. The call center person said um and ah about a hundred times then said someone would call me back. After hours I received a call and they also just said um and ah. It's simple, give me an invoice and a reason for the charge. It just comes across as if you are trying to **** me.