Bank account complaint

I spoke to them via mail last month about a debit order is going off my account and I do not know what this debit order is for. They told me I must call then and got to a branch to sort this out. I told them I cannot phone the 086 number from my phone will not let me to and the closes branch near is is closed. I ask them via email just to tell me for what this debit order is REFUSE TO HELP ME. When it went off this month again I ask them again just to look into my account and tell who is debit my account REFUSE again I cannot drive threw the country to get a branch because they are not all over in towns. I am a pensioner all so and it is not save to drive around here by us. This is the email I send my stuff to. *** Now tell me for what does CLIENT CARE means by them is it just to open account or what What will it cost them just to check who the people is????? This is not service for me DO PEOPLE KNOW TODAY WHAT SERVICE IS???? I also did work in a bank years ago never ever was this like this. Hope you people can help me to sort this If I takes to long I cannot get my money back and cannot afford to throw money away. Please help me. Thanks a lot Have a great day