Horrifying / Unsatisfactory / Terrible Billing Support

This issue is regarding two employees namely Trevor M. and Kutloano S.

Kutloano S. got tired of my questions because my money was taken and not allocated to my unpaid invoice, even though I never signed up for DEBIT order as I pay via Debit Card every month. He just "transferred" me. After getting tired of waiting, I ended the chat and started a new one, where Trevor M. came into play.

I asked the same 3 questions:

1. Why was my account deducted with R999 if my Fibre service is costing R849 2. Will the funds be used to allocate to the invoice that is still unpaid at this point (Im not going to make a debit card payment if the funds have already been taken). 3. Will the difference between R999 - R849 be allocated as "Credit" onto my account so I pay less next month, or will that be paid back to my bank account?

His response "Ok please wait" Responded with "Thank You" and got a "Yes" in return. Lol, getting excited because we getting somewhere. Asked to elaborate and responded with "Please be patient as I'm assisting you". At this point im so confused because what he is saying doesn't make sense.

He asked that I should cancel my order since I were charged R999. Where I then asked in return, which order he is talking about, then asked me why I was charged R999, like im working for webafrica? HAHAHA.

All I want to know are these 4 key points:

1. Why was my account charged with R999? 2. What will happen to the difference of these funds? 3. Will you be investing more funds into the education of your staff to educate them on client services and more importantly, investigation skills? 4. Can I contribute to the education of these two gentlement in order to get them to understand the difference between Debit and Credit? Seeing that this whole issue, only the above mentioned scenario, took a whole hour and 20 minutes?

3 Simple questions, which can be answered correctly and satisfactory if the staff / employees actually investigated the issue and resolved it or give satisfactory feedback within 10 minutes -Im sure.