Pathetic service

It is impossible to get through to agents to enquire about a billing mistake which was made on their part. I have sat for 2 hours on hold and have had no agent contact me via the whatsapp botline. I have had this Fibre service for over a year a d every month my debit order goes off successfully, all my details are correct on my portal however they didn't deduct and want to cut my line and I clearly have enough money in the bank. Pathetic!!!