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This is a billing dispute (complaint over applicability of charges). There is a series of escalating things you can do to deal with this situation. (Based on your description, the first two may not apply, but I want to provide all of the potential remedies in the event that they may help you solve this issue short of filing a lawsuit).
Confirmation letters: Keep written records of all communications - so if you speak to someone by phone, promptly send a follow up "confirmation letter" summarizing your conversation, who you spoke to, when, and any agreements you reached. Keep copies of your outgoing correspondence, as well as anything that you receive.
I wish you the best of luck with this dispute, and hopefully a speedy resolution.