unauthorised debit order

I received an sms on 26August that my bill is R8926.17. Upon quering with them several times was told that i cancelled my contract with Telcom and this was a penalty. I had done no such thing and i had only 1contract with Telcom which was added to the total amount.The amount was then deducted from my account without my permission and my debit for my other accounts did not go through because of that. I queried again and all they could tell my was a case had been opened and someone is attending to the problem. This went on for the next few days. I eventually asked my bank to reverse the debit. Now my line has been suspended, my account is sitting at R9426.67 and have to pay for my debits that did not go through. I still tried to enquire as to what the problem is and got the exact same answer from the call center agent. They don't even have a manager ,supervisor or direct line to the billing department that i can get hold of f to sort the problem out.I am very dissatisfied with the way i am been ignored in my attempts to resolve the problem. To date i have not received any call from Telcom notifying me what contract is was cancelled or what the problem is.