Terrible billing department

I have an issue with the billing department. This has been going on since August last year. I have repeatedly sent my banking details through. I request to be debited on the 25th I spoke to agents advising as such. I asked them to debit my account timeously, I have no interruptions in service so means I have been debited. I have been given a bill of R2000 I have been awaiting feedback since monday from nina at finance each time I call I am told it's been escalated and will receive feedback via email or call. I have been waiting since monday all the assistance I have been receiving is unhelpful at all. Just been told to sit and wait. I have children who rely on this for school service they have lost out essentially on five days now.