Pathetic service!

I called into the call centre towards the end of Dec to notify Virgin (even though i had called the month before) to freeze my account due to the second wave of Covid 19. Virgin active then went ahead and debited the full amount from my account instead of the R160 which was agreed upon. I now see they have again debited the full amount for Feb which means they have debited me account twice incorrectly. Now trying to get hold of them and there call centre lines are down and was off line the whole of yesterday.