Money ****** from my account

I am absolutely disgusted with the service I have received from this company. I am moving to a new home and they have an option to move your line instead of canceling. So I took that option. They debited R599 on the 1st of September for my current line and just debited R589 from my account again. The consultant on whatsapp tells me it's for the notice period of my current line that's been cancelled which is not possible since it will only be cancelled month end. Then she tells me it's for the new line which is not possible since they charge month end pro-rata including the next month's bill. So I asked the Consultant to get a manager to contact me and she says no, there are no managers on whatsapp... What the actual... How does this company operate... I am fuming because no one can tell me why R589 was deducted from my account. CAN A MANAGER PLEASE CONTACT ME URGENTLY. Else I will reverse this payment and go with a different ISP.