Deduction on my tfg account and not getting the service

I have been billed by one 2 one company from my tfg account claiming that I have been receiving air time where else I was not. When I requested for itemary statements showing the air time I have been receiving the only answer I get is they don't have records of my account wich I was billed for 14 months they say they got an email from mtn which I called to ask for the transaction that occurred on my cellphone number, which the reply I got was that one 2 one had all the details, the customer agent said to me it's all due to my neglegance I shouldve check it the first month of occurrence.