Not Impressed - Double Charge!!!

I have had good service up until now. But they have debited my account twice... R565 off my account TWICE, and I just cannot get an answer from them. We are 'busy working on it' is the best I can get. Very quick to take my money but not quick to resolve it? I still don't know where I stand on this issue and I am unsure when I will get this money back. I need this money to pay my other monthly expenses!!!