********l debit order

I cancelled my package in the beginning of the month, on the 30th of that month at 17:55 my fiance's bank account got debited. I don't have any invoices explaining the debit order. We also never athorised a debit order from that account. I have been trying to get a hold of a representative from afrihost for 3 DAYS!!!, I ONLY GET REPLIES AFTER 4 HOURS! AND THEN ITS 10PM!!! I CANCELLED, GOT DEBITED AGAIN AND I WANT IT REFUNDED TODAY!