Disgusted customer

Very disgusted wit the level of service I am receiving as a client. My debt order was deducted twice I phoned on 28 May to get a refund, first I was told they don't know when the refund will take place. I phoned again on 31 May, I was told to do a reversal through my bank. I said I won't be doing it as the bank costs is very high and this was at the end of the day not my fault. I was promised a call back on the 1st of June. Never happened. Got a phone call today that I will get feedback today. Got another call now all of a sudden a need to get proof of banking details and a copy of my ID. Why is it that the customer must bend over backwards the whole time but service providers can take money from accounts as they please. This is money taken from my food budget for the month and Bidtrack just don't give a damn. I've been a customer for so many years and never had any complaints but this is very worriesome as where is they company going.