Double debit-terrible service!

Been reading all the reviews and see that we all have the same issue of the double debit! One cannot reach them through multiple channels-their customer service number just rings,wattapps are not returned and emails are ignored. First amount was debited on the 15/12 and then again on the 22/12. My bank account has gone into the negative due to other debit orders going off and bouncing. Thank goodness I haven't needed that money for medication...oh wait-I have!

When will my money be back in my account or do I need to go to the ombudsman?