Debiting an incorrect amount!!!!!!!*****

So last month my husband was chatting with an agent on WhatsApp trying to sort out our bill. Last year he cancelled to a lower package, however they reduced the speed but the amount didn't change, the debit kept on going off on incorrectly, after months trying to sort this out the agent then told him last month that it's sorted, this month however our payment is pending went in to check what is happening my number doesn't work nor my husband it says account not found when we wanna make a payment. I have been without WiFi it's damn frustrating and now there agents are not responding I need this sorted out ASAP and my money that you guys kept on debiting. I would not recommend this company to my worst anymore you guys are pathetic and ***** and your agents are useless they keep on catching on nonsense with the account. I need someone to call me ASAP *** and don't WhatsApp me cause your agents are messing up on WhatsApp chat