Disappointed in their service and communication method

I am very upset about the fact that I had a debit order gone off twice on my account and when asked why they did that they told me I can keep the money that is extra that they deducted from my account as a payment for next month and if I wanted my money back I must send banking details and other information they wanted my question is if it’s a fault from their side can they call me and explain to me what happened and why now I have to talk to people on a Watsup platform and on top of that there is so much deductions recently and I am unhappy about it the initial application did not talk about all these deductions and the worst part is they haven’t gotten back to me the only thing they told me is if I want my money back refunded I need to wait 14 days wich I feel is not right I did not let them wait for 14 days to debit the money that is due to them for me using their facilities and worst part is they added an extra amount wich I am very upset about and I need answers from them their internet services I am using is becoming too much now my data don’t even last the whole month this month my data was finished on the 20 May and I had a deduction of 816 on the 27 wich is yesterday how does this work I don’t understand