Debited twice and they want to charge me for this!

My account was debited twice and I called and Asked them about it. I then told the agent I will reverse one debit order (I needed the money urgently). She said she will note that. Then she still want ahead and requested a refund. I even updated them on the online chat that I reversed the debit order. Now they are telling me they will have extra charges to my account for all this! Why should I pay for their mistake? Is that what you do to get extra money from us? I'm so disgusted by their service. Also they called me weeks ago because they lost my info or something like that and I've been asking them to put the loan on my profile to see progress and they ignore that request. What's happening at this company?! I refuse to pay for your mistakes. It's not fair ...the last agent was literally putting the blame on me and I told them to pull the call but they sent me between agents ..making me hold then dropped the call. So disappointed