Unathotized debit orders

A debit order was incorrectly taken from my bank account on the 14th December and the call centre staff has acknowledged this error and ive been advised that a refund of my bank charges will be done. I have emailed my bank statements to [Email Removed] and i still have not received a response.<br> <br> I find this unacceptable and i expect this error to be rectified and my bank charges refunded to me.