Very confusing feedback

Service Requests up to date 1- ********** ********** , 1- ********** ********** , 1- ********** ********** , 1- ********** ********** . You overcharged me and I have been struggling since 2/06/2018 to rectify my account. I get told a different story every time. First there was a R1800 credit on my account, then miraculously I all of a sudden had an arrears on my account from March 2017 (account paid by debit order for 18 years.....) then there was a R600 credit. Now all of a sudden all of this has disappeared and there is nothing wrong with my account. How do you explain this please.