INCORRECT DEBIT ORDERS DEDUCTED

I have today received the worst service from Finchoice Customer Care. I had to make a payment arrangement but was hugely shocked when R10356 was deducted from my account yesterday. I called the customer service line and the agents were so rude to me, as if I personally owed them the money. I explained that this was not the arrangement that we made at the beginning of May and had planned my budget accordingly. After 6 calls, I eventually managed to speak the supervisor who was much friendlier and she responded that the agent on the phone recording had explained to me the amounts that would be deducted, which I dispute as I would never have agreed to this since I would not have been able to provide this amount and y bank account is no completely empty. I dont even have money for a liter of milk tonight. She promised to send me the recording so I could listen and then take further steps for my refund, and have now been waiting for 4 hours already. They say I must be patient they will send it when they can. Where does this leave me? Out of pocket with other expenses to cover and no money to put food on my table. I have asked them to assist me and they just turn a blind eye with a recording that they believe holds the facts but cannot share with me. I demand some help please as this was not a payment arrangement and I feel I have no leg to stand on but need my money back into my account. The did 6 deductions and I had only approved one debi check mandate.