Unexplained Debit order deductions

1 grid has deducted two debit orders from my account which is unexplained.

First ticket was created 11/02/2021 #*** was phoned by a consultant saying they are investigating but it is not showing on my profile.

The tickets just get closed without a resolution. I opened a new ticket (#***) as I cannot even reply or continue on the old ticket. I think these departments just close tickets for the stats and not getting in trouble with managers for outstanding tickets.

my money R2 476.76 is now floating in space as they just say it is not reflecting on my account. I have provided proof of reference numbers of the payments deducted with the amounts. I suggest whoever is responsible for creating the debit order files for the banks can find these reference numbers and link back to where the issue originated from. obviously the amount was wrongfully allocated in the debit order file hence it will not be linked back to my account, maybe another customer is now enjoying a payment holiday on my expense.

It is now 14 days after the initial ticket logged and still now answer!! completely unacceptable.

I am sure you don't need my customer code as I am sure you can find all related Info based on the ticket numbers