Incompetence

I renewed my contact phone beginning of October because they said it would the 21st Month and I could renew if I wanted to, when I renewed they guy from The Glen said I would not be debited in October but I’ll be debited twice in November so when they debited in October I reversed the transaction because they said the debit will only start in November, beginning of November my account was suspended whe. I went to enquire they said it because it was not paid for, debit went through on the 20th and I was debited R3000.00, ever since I have been debited I have been calling and asking for my account to be unsuspended but all they have been saying is to wait for 5 hours and they will unsuspended the account but I have been waiting until today. I was told I would be called back today to let me know about the progress but no one has done that.