Refund

Good day I was working with morkels for two years now ..this year November I decided to call and settle my account good and well it was arranged ..on the 29th the debit order of 3900 went of later on 602 went off ,I was suppose to pay 3900 that is what I agreed upon..I called Saturday I was on hold ,Sunday their line is ringing no answer. This afternoon I called I was transferred to one department to the other,I spoke to a lady called lerato she gave me the direct line to debit order disputes I called in they gave me an email address to send my bank statement and I'd..the guys who got the mail sent a rude email..I so careful with my credit record that's the reason why I want morkels to return my 602 rather than going to the bank to reverse it,it will affect my credit profile..can i get help