Lack in Assisting time with queries

I've requested chancellor villakazi to remove me from debit run as I've made a manual payment for a payment they had forgotten to debit initially, they do not forget to call and remind you to pay however after many phone calls my calls are not answered and I'm awaiting an answer as I was debited again which constantly costs me R100 each time they debit order fails ! After numerous times telling them and still making a payment they had forgotten to debit ! I don't know what to do further this service is unacceptable truly !