Billing

I have been trying to get hold d of billing enquiring since Monday but long waits of agents to answer i hold almost an hour every day, they debit my monthly bill on the 25th of aug nd 31 Aug 2020 bit still today they haven't cleared that amount, went to the brach they r offline, now they want to hand me over to they collections department yet its they error i send an email to show prove of payment but still, yes i know i was behind payments just when i catchup they do this please assist, number *** lauretta