Debit bank account while payment arrangements is done with them manually

I had taken out a contract lte but I had endless problems with the signal and in 2nd month I canceled the contract and was told by them to pay for the rooter 2000.00 which I cannot use

I made arrangements to pay in 4 month 540.00 and they accepted

I kept my arrangements and proof of payment were send to them as well my bank account was debited with R1170.71 last night I'm told by their consultant Wayne and a M Dlamini to wait for 7 days to request a refund this place is very unprofessional and I think the consultants is *********** as well they just can't help you