Double debited. Bad communication

Axxess emailed the invoice for my uncapped fibre account to which I paid on 1st November. They therefore on the 5Nov debited my account again for full value. Upon emailing to resolve, no apology and was advised they wont debit my account this motnth. Upon emailing them again to come to a resolution on preventing this from happening again ie. Agreed on an invoice OR debit date and NOT both!..., crickets... no feedback since Wednesday. Am I going to have this issue monthly...? Ticket- ##gb92jb0eam