Debit order and data query

Unauthorized debit order from my wives account 2 months in a row after I phoned them on 13 August and 23 August and they assured me that the debit order was canceled by them as my wife and I are seperated. Still she informed me that the debit order went through on 2018/08/28. I am also paying double on my data account because I didn't upgrade my account. The contract I signed stipulated R542 x 24 months. Now the data account are R1017. This is unacceptable and breach of contract. In July they rectified the mistake but after numerous phone calls they didn't attend to my query that was locked in that account on 13 August and again on 23 August the lady I spoke to told me she can see there is a query locked on it but they haven't worked on it or opened it yet. She also assured me that the debit order was canceled to cash payment. Please help me in this regard.